Inspiring a Service Nation

Customer service is a source of value that can help retain purpose and focus in an extraordinarily challenging environment. We know that where organisations consistently earn higher levels of customer satisfaction than peers in their sector, they achieve better financial results, drive greater productivity and enjoy higher levels of trust and reputation – all key sources of long-term value.

Customer service plays a fundamental role in helping to drive fair outcomes for all. An ethos of genuine customer service will help steer an organisation towards treating customers fairly, doing the right thing and conducting their business according to clear principles and values. They enshrine the right of all customers to be heard and have their needs, priorities and preferences taken into account.

The profession of customer service has expanded to include diverse skills, capabilities, behaviours and knowledge. At the Institute, we’re passionate about reinforcing the rightful perception of customer service as a career, and our Research looks in depth at key service skills and capabilities and how to develop them, how to support professional development, and how to build recognition of service as a valued career.

Better service improves productivity: we recently calculated that due to the number of customer problems and complaints that are currently arising, up to 20% of staff time is consumed dealing with the consequences. This equates to a drag on productivity worth a staggering £11bn to the national economy every month. If this could be reversed, a positive boost to our nation’s economy would be unlocked.