Standards, benchmarking and accreditation

Striving to improve customer service

Standards, benchmarking and accreditation

Institute of Customer Service benchmarks provide organisations with an understanding of their current level of customer service, demonstrate a commitment to improving customers' experience and ultimately develop and improve customer service

UKCSI business benchmarking

Customer satisfaction measurement

Diagnostic survey that benchmarks you against leaders in your sector


Training Accreditation

Institute accreditation of an in-house customer service training programme


Customer Service Standard

Organisational accreditation that acts as a National Customer Service Standard

Case Studies

Manheim Inspection Service: A cultural change which increases performance

“Our staff have shown great enthusiasm for the ServiceMark process, many of them also went successfully through the FirstImpressions course and they can really see the benefits.”

Lisa Dewsbery Administration Manager, Manheim Inspection Service
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Internal benchmarking tool

Assessment tool that measures an organisation's commitment to customer service

Approved centre accreditation

Learn how it is achieved

Accreditation for organisations delivering the Institute's professional qualifications to our quality and standard requirements

Professional standards

The standards that make up world class customer service

Professional customer service standards that promote professionalism and consistency in service delivery by organisations and individuals