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Institute of Customer Service ⋆ Inspiring a Service NationThe independent professional membership body for customer service, working to drive business performance through service excellence.Institute of Customer Service ⋆ Inspiring a Service Nation Skip to content Login Become a member Virtual Learning Environment Open mobile menuClose mobile menu About Us About The Institute Mission, Vision & Values Our Team Careers Membership Membership Homepage For Organisations For Individuals Success Stories Our Members Member Resources News & Events Thought Leadership Head to Head Interviews Events Annual Conference UK Customer Satisfaction Awards Annual General Meeting (AGM) National Customer Service Week Inspiring a Service Nation 💚 Service with Respect Research & Insight UK Customer Satisfaction Index (UKCSI) Research Hub Bespoke Research Insight Consultancy Training Workshops Handling Complaints Effectively Root Cause Analysis Handling Challenging Customer Interactions Customer Journey Mapping Customer Metrics Building High Performing Teams Introduction to Vulnerable Customers Connecting Customers with Digital Managing Hybrid and Remote Teams Trust & Customer Experience Certificate courses Customer Service Essentials Foundations in Customer Service Management Customer Service Impact Coaching for Service Performance Further training Courses Train the Trainer Bespoke Training Professional Standards Accreditation TrainingMark ServiceMark Benchmarking Business Benchmarking ServCheck Trust Index Qualifications Professional Qualifications Management Qualifications Media Press Office In the News Speaking Engagements Podcast: Causonomics Public Affairs All-Party Parliamentary Group Customer Focus Magazine Contact Cart00 Items-Search Set the pace for customer service The independent professional membership body for customer service, working to drive business performance through service excellence. Become a member We exist to improve your business performance by improving your customer experience. By working with business, the public sector and the Government, we are positioning the UK as world leaders in service – to build a strong economy. About the Institute Introducing our brand refreshNew and modern, our brand refresh emphasises staying one step ahead of changing customer needs and maintaining a competitive edge in a rapidly evolving landscape. You’ll notice a brighter colour palette and bolder typography. In the coming weeks, we’ll be rolling this out across our website, social channels, and other communications. We look forward to hearing your thoughts! Find out more Annual Conference 2025 – The Service Nation: Leading with PurposeOur Annual Conference is the UK’s leading forum for customer experience thought leadership. This year, our theme is ‘The Service Nation: Leading with Purpose’, emphasising the critical role of leadership in navigating today’s dynamic landscape and shaping a better tomorrow. Book your place UK Customer Satisfaction Index The UK Customer Satisfaction Index (UKCSI) is the national barometer of customer satisfaction. It is an independent, objective benchmark of customer satisfaction on a consistent set of measures on 282 organisations and organisation types across 13 sectors. The latest report examines how customer attitudes and buying behaviours are influenced by perceptions about business practices and reputation. 📈 Download the latest report UK Customer Satisfaction Awards 2025Our UK Customer Satisfaction Awards recognise and celebrate the individuals and organisations consistently demonstrating service excellence. They are an opportunity for your organisation to gain recognition, enhance its reputation and celebrate the hard work of your teams. Explore the full list of finalists and secure your tickets and tables below: Find out more Latest Breakthrough Research: A Cultural ShiftOur latest Breakthrough Research assesses what regulators should do to stimulate higher standards of customer service in the sectors they regulate and ensure the customer perspective is appropriately represented in decision-making. 📥Download the latest report Financial Times: How did customer service get so bad?Our CEO, Jo Causon, discusses the work of The Institute for a cover story feature interview in the Financial Times Weekend Magazine on the current state of customer service in the UK, and what we can do as business leaders to turn the tide. Read full article How we help supercharge your customer serviceDevelop your peopleBetter trained staff are able to service your customers more efficiently and effectively. Measure & BenchmarkIndependently measure your success, identify opportunities and benchmark against competitors. Policy EngagementWe engage with the Government and other public officials through our APPG, policy campaigns and partnerships with regulators. Enhance Your ProfileGain recognition of your organisation’s expertise in customer service, building your influence and raising your profile. Set Service StandardsFind out how to set the highest quality standards to provide excellent customer service consistently. A Critical FriendWe act as your critical friend – giving you an impartial outside perspective when you need it. Research & InsightUnderstand the evolving customer environment, the secrets of excellent service and get practical insight to inform your strategy. Advice & SupportWe’re here to make sure everything is aligned around your customer to create a compelling, competitive advantage. Become a member Annual Conference 2025When4 March, 2025 9:00 – 17:00 VenueHilton on Park Lane, London Join the UK’s leading customer experience forum to explore 2024’s top trends, innovations, and strategies, and revolutionise your approach to customer satisfaction. Hear from experienced leaders redefining the future of CXConnect with peers, industry experts & thought leadersAccess industry trends to help you foster loyalty & sustainable growthEquip yourself with practical tools and strategies for leading with purposeBook your place Insight & Thought LeadershipCEO BlogCustomer experience design lies at the heart of good service  It’s something we often talk about, but its importance can’t be overstated: organisations simply have to design the user experience through the eyes and perspectives of the customer. This is one of the fundamental determinants of good service and positive customer outcomes. Smooth customer journey on Swiss trains The truth of this was brought home to me recently through… February 27, 2025CEO StatementAI will reshape business and shift the focus of service to more empowered consumersToday, companies are increasingly in the spotlight due to a keener interest in their ethical practices, how they treat their… February 21, 2025CEO StatementHow infrastructure upgrades can drive better customer satisfactionThe Heathrow debate has reared its head once again, owing to the Government’s backing for a third runway and this… February 17, 2025CEO StatementPreparing for the expected, managing the unexpectedNo business, society or organisation operates in a vacuum, and we have long lived with turbulent and changing landscapes. In… February 7, 2025Thought Leadership Events and TrainingAnnual Conference 2025 – Leading with purpose2025-03-04 09:00 AM|Annual ConferenceOur Annual Conference is the biggest forum for customer service thought leadership and best practice in the UK. It attracts the biggest speakers from a range of industries. It is… Head to Head with Heidi Fraser-Krauss, CEO (Jisc)2025-02-28 12:00 PM|Head to Head Interviews (weekly)Customer Journey Mapping (11 Mar 2025) – Physical Workshop2025-03-11 10:00 AM|Academy TrainingCustomer Service Root Cause Analysis (27 Feb 2025)2025-02-27 09:30 AM|Academy TrainingConnecting Customers with Digital (25 Mar 25)2025-03-25 09:30 AM|Academy TrainingAll events Our Members Premium Credit Limited The Riverside Group Reconomy Information Commissioner’s Office Mediterranean Shipping Company (UK) Ltd Proximo Limited Vaillant Group UK Ltd Julian Hodge Bank Limited Broadacres CA Auto Finance UK Ltd JLL 1st Central Unity Trust Bank Bryt Energy Limited BUUK Infrastructure Rothesay Echo Managed Services South Staffs Water customer service team Leaseplan UK Sky NHS Property Services We have around 350 organisational members – big and small – spanning all sectors. We have many individual members, from experienced business leaders, to those starting their careers. View members list Become a member Our ServiceMark accreditation recognises members who consistently achieve the highest standards of customer experience excellence – and have aligned their workforce with their service strategy. What is Servicemark? Success StoriesCambridge University Press & Assessment on Professional DevelopmentAndy Page, Ruth Braysher and Holly Hudson of Cambridge University Press & Assessment discuss The Institute’s Professional Development.   The Very Group on Management QualificationsLucie Child, Strategy Lead – Customer Care at The Very Group, discusses the return on investment from The Institute’s Management Qualifications.   Covéa Insurance on Business Benchmarking, ServCheck and ServiceMark accreditationSarah Hopgood, Operations Support Manager – Protections at Covéa Insurance discusses the impact that Business Benchmarking, ServCheck and ServiceMark accreditation have had.   NatWest on the impact and ROI of Professional QualificationsThe NatWest team discuss the impact they have seen from embedding The Institute’s Professional Qualifications View Success Stories Sign up to our newsletter Sign up +44(0) 207 260 2620LinkedInTwitter (deprecated) Home Membership UK Customer Satisfaction Index (UKCSI) Media & Public Affairs Brand Guidelines Careers Contact Terms & Conditions Membership Agreement Principles & Promises Policies & Statements Privacy Policy Cookie policy © 2025 Institute Of Customer Service. 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