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
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.
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.
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.
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.
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.