Professional standards

As the professional body for customer service, we develop and draw on a wide range of service related standards to support organisations and individuals in delivering excellent customer service experiences.

Standards are built into all Institute products and services to provide effective and consistent measures of service related performance. We also promote the use of other relevant standards such as the National Occupational Standards for customer service.

National Occupational Standards

The National Occupational Standards (NOS) provide an industry recognised reference framework that can be used for a variety of purposes.

We have previously played a lead role in developing the customer service and contact centre NOS. Professional bodies, skills and education focused organisations in particular draw from NOS regularly, as they are useful within recruitment and training and development.

National Occupational Standards can be used to:

  • Define the scope and focus of job roles
  • Write and review job descriptions
  • Assess staff
  • Benchmark individual performance
  • Identify individual training and development needs
  • Design and develop in-house training programmes / training materials
  • Set and appraise individual or team objectives
  • Align individual and team targets to organisational goals
  • Ensure best practice at work
  • Help an organisation meet the requirements for external accreditation
  • Assure quality of staff performance


Customer service standard

Organisational accreditation that acts as a National Customer Service Standard


Training accreditation

Institute accreditation of an in-house customer service training programme

UKCSI Business Benchmarking

Customer satisfaction measurement

Diagnostic survey that benchmarks you against leaders in your sector