BT Enterprise is a longstanding member of The Institute - since 1998. The business has been participating in NCSW for a number of years. But for NCSW 2019, they decided to really up their activity and...read more
“We’re at the highest customer satisfaction at 88% - and that’s above the aspiration that we set ourselves, which was at 80%” – Carolyn Williamson, Deputy Chief Executive, Hampshire County C...read more
Watch the inspiring story of Hampshire County Council’s transformation journey and how the improvement in service performance brought positive impact on employee engagement and business performance....read more
Alan Letford, Head of Customer Care, shares his experience of using Business Benchmarking to identify key areas for improvement and embed a culture of excellent customer service at Bobst....read more
Watch Trevor Davis, Deputy Head of Operations, describe how Pension Protection Fund’s training programme, accredited by The Institute, has equipped their employees with the right knowledge and skill...read more
Watch Gary Lewis, CEO of The Travel Network Group, highlight the benefits of membership and using Business Benchmarking to improve emotional connection with their members....read more
Discover how first direct has used customer service as a differentiating factor over the years to maintain its position in the top 10 in the UK Customer Satisfaction Index....read more
Elle Fara, Contact Centre Coordinator at the Chartered Insurance Institute (CII), shares her experiences as one of The Institute of Customer Service’s qualification coaches....read more
Institute membership gives you exclusive access to customer service research across all sectors.
Our training and accreditation programmes can raise your service standards.
We support some of the UK's leading businesses in improving their customer service.