We registered with Companies House on 17 Dec 1996 in Colchester. We had 10 founder members, including Prudential, BT and Natwest.
The Instituteās first-ever Breakthrough Research report on Reward & Recognition was launched.
FirstImpressions & ServCheck were launched. RBS was our first ServiceMark achiever.
Launch of the UK Customer Satisfaction Index (UKCSI), the national barometer of customer satisfaction.
Jo Causon was appointed as the Instituteās new CEO and the UK Customer Satisfaction Awards were launched.
The Institute was relocated to London and underwent a full re-brand and value proposition review.
The Academy was launched. We also brought the delivery of ServiceFocus & ServiceMark assessments in-house.
Our Service with Respect campaign, aiming to tackle abuse directed at customer service professionals, was launched.
We achieved a change in the law through our Service with Respect campaign. Our Trust Index was also launched this same year.
Following on from the 2017 āCustomer Service Dividendā research, a new study shows the link between service and financial performance.
We launched our brand new podcast which explores all things customer service, with frank and open conversations on how we centre the customer to benefit consumers, business, society, and the wider UK economy.