How we help supercharge your customer service
Develop your people
Better trained staff are able to service your customers more efficiently and effectively.
Measure & Benchmark
Independently measure your success, identify opportunities and benchmark against competitors.
Policy Engagement
We engage with the Government and other public officials through our APPG, policy campaigns and partnerships with regulators.
Enhance Your Profile
Gain recognition of your organisation’s expertise in customer service, building your influence and raising your profile.
Set Service Standards
Find out how to set the highest quality standards to provide excellent customer service consistently.
A Critical Friend
We act as your critical friend – giving you an impartial outside perspective when you need it.
Research & Insight
Understand the evolving customer environment, the secrets of excellent service and get practical insight to inform your strategy.
Advice & Support
Weâre here to make sure everything is aligned around your customer to create a compelling, competitive advantage.
Insight & Thought Leadership
The path to rebuilding momentum in improving customer satisfaction
Against a backdrop of strained costs, low growth, disruptive technology and political dissonance, having clarity on what to expect and where to focus over the coming months will become increasingly important. As busy people, the ability to see the signals amongst the noise makes all the difference. The latest UK Customer Satisfaction Index, which The Institute launched this week, is a…
Our duty of care in an age of extreme weather
In recent weeks, much of Britain has faced a blistering heatwave that saw the government issue guidance on how to…
Complex climate change dynamics that feed directly into reputation and trust
It feels timely that, as I sit down to write this blog, we are in the middle of another heatwave…
Double-edged sword – service as a test and enabler for leadership
Periods of change at the top of any organisation generate noise and often a period of uncertainty â rarely more…
Our Members
We have around 350 organisational members – big and small â spanning all sectors. We have many individual members, from experienced business leaders, to those starting their careers.
