Membership means Business ⋆ Institute of Customer Service

Improve business performance by focusing on better customer outcomes

Whatever your organisation does, you can gain a huge advantage by keeping the needs of your customers at the forefront. We guide you to prioritise customer outcomes, gain insights into your customer base, and determine where to allocate resources for maximum impact on your service offering.

Get closer to your customers

You’re not in this alone. As your expert advisor and constructively critical friend, we help you meet your strategic objectives while monitoring progress both externally and internally across different areas of your organisation.

Discover what fosters trust and measure your performance against it. By doing so, improve your financial performance and where you are meeting or exceeding customer expectations and where you may need to invest to improve.

Network with genuine experts

We organise regular member meetings, CEO roundtables that are customised to cater to the unique requirements of our membership base.

Additionally, we hold All-Party Parliamentary Group (APPG) sessions for idea-sharing and discussing policy issues that affect our members, including the role of customer service in the nations’s economic growth, protection of service workers and the professionalisation of the industry.

Change behaviour and shift culture

Understanding how your organisational culture and various functions align with your service strategy enables you to pinpoint where you need to concentrate your efforts.

Our training programmes, professional development, and accreditations are tailored to you to help you maintain consistency, establish benchmarks, and transform your service culture.

Why become a member?

By becoming an Organisational Member, you will gain access to numerous member benefits, including:

Breakthrough Research: independent thought leadership research on vital customer experience topics

UK Customer Satisfaction Index (UKCSI): an independent, objective benchmark of customer satisfaction in the UK

ServiceMark Accreditation: a national standard independently recognising an organisation’s achievement in customer service and its commitment to upholding those standards

Networking and events: gain valuable insights to help you enhance customer satisfaction and drive business success

To learn more, simply provide your details below, and we will send you further information.

Interested in becoming a member?

Embed service throughout your organisation and enhance your business performance.

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Become a member today

Request more information on organisational membership

UKCSI Open Webinar

UK Customer Satisfaction Index - January 2024

For our January 2024 UKCSI, we will be hosting a special version of our launch webinar, open to members and non-members alike. The webinar will cover the same elements as our member-exclusive launch webinar on 23 January 2024.

We will share the highlights and analysis of the current state of customer satisfaction in the UK, guide you through the latest findings and identify where organisations need to focus to improve customer satisfaction and business performance.

A taste of what we do

Events

Annual Conference

UK Customer Satisfaction Awards

National Customer Service Week

See all events

Research

UKCSI

Breakthrough Research

Customer Service Trends Report

See all research

Thought leadership