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.
How we help supercharge your customer service
Develop your people
Better trained staff are able to service your customers more efficiently and effectively.
Measure & Benchmark
Independently measure your success, identify opportunities and benchmark against competitors.
Policy Engagement
We engage with the Government and other public officials through our APPG, policy campaigns and partnerships with regulators.
Enhance Your Profile
Gain recognition of your organisation’s expertise in customer service, building your influence and raising your profile.
Set Service Standards
Find out how to set the highest quality standards to provide excellent customer service consistently.
A Critical Friend
We act as your critical friend – giving you an impartial outside perspective when you need it.
Research & Insight
Understand the evolving customer environment, the secrets of excellent service and get practical insight to inform your strategy.
Advice & Support
We’re here to make sure everything is aligned around your customer to create a compelling, competitive advantage.
Insight & Thought Leadership
Focusing on service enables us to lead with purpose
It was a pleasure to welcome so many of you to the Institute’s 15th Annual Conference this week. Coming together to share our service stories – both the successes and learnings – served as a reminder of the “why” behind our collective hard work. I hope that like me, you left Tuesday’s event full of belief that we can truly…
A Service Nation – leading on the global stage
Regular readers of these weekly missives will know that I often reflect on the challenging times we are now…
Customer 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…
AI will reshape business and shift the focus of service to more empowered consumers
Today, companies are increasingly in the spotlight due to a keener interest in their ethical practices, how they treat their…
Our Members
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.
