Policy and Public Affairs

As the professional body for customer service the Institute works to ensure all politicians and policy-makers recognise the importance of customer service improvement to the UK economy and that government policy supports service excellence

Working for service excellence in public policy

We aim to ensure public policy takes account of the connection between customer experience, business performance and economic success and public sector efficiency. We do this by engaging with the development of government policy and responding to formal consultations, working with industry bodies and regulators to ensure best practice is spread to all sectors of the economy and working in Parliament to add the service perspective to public debate. 

All-Party Parliamentary Group on Customer Service

Find out more about the APPG on Customer Service

The All-Party Parliamentary Group (APPG) on Customer Service is a group of Parliamentarians, supported by the Institute, which aims to increase understanding of customer service in Parliament and by Government. Find out why it is important, who the members are and access minutes of previous meetings. 

Consultation responses

Read responses to public consultations and inquiries

The Institute expresses views on public policy issues by responding to formal consultations by government and others and by giving evidence to Parliamentary inquiries. We make all our responses public and welcome comments and questions on our positions. Find out what topics we have covered and access the responses.

Consumer trust and big data

Read the minutes from the last APPG Meeting

The last meeting of the All-Party Parliamentary Group (APPG) on Customer Service was held in March 2016 and discussed the need to ensure consumers trust organisations to use their personal data securely and appropriately, therefore opening up the opportunities of big data. Read the minutes of the meeting here.

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Our training and accreditation programmes can raise your service standards.

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We support some of the UK's leading businesses in improving their customer service.