The Sunday Times: First Direct: inside the firm that gets customer service right
The Institute's UK Customer Service Index (UKCSI) was featured in an article in The Sunday Times where a journalist spent a day with first direct, one of the UKCSI's…
New beginnings: embracing the promise of Spring
With the Easter Weekend now behind us and the new fiscal year underway, I trust you all enjoyed a restful and refreshing break. With the bank holiday falling so close to…
Annual General Meeting and Members’ Meeting 2024 (10 Jul 2024)
Our Annual General Meeting and Members' Meeting is an exclusive, member-only event offering you an excellent forum to network with the UK's leading organisations and learn from best practice. Our…
Unpacking Cosmos & Avalon Waterways ServiceMark Journey – Webinar Recording
Undergoing ServiceMark accreditation is an opportunity for organisations – of all sizes and sectors – to demonstrate the high quality of their customer service both internally and externally. Terri Wollard,…
Building a thriving future through the Service Nation
It is always a great pleasure to hold our Annual Conference, when we bring together Institute members, business partners and colleagues to take a deep dive into what’s really driving…
Assessor Quality Assurance and Skills Development Forum (26 Sep 2024)
The Assessor Forum is a members-only event providing you with networking opportunities, knowledge sharing and guidance of our experienced tutors. The forum is complimentary to the members of The Institute…
QPM Best Practice & Networking Forum (26 Sept 2024)
The Qualifications Programme Manager Networking Forum is a virtual members-only event providing you with networking opportunities, knowledge sharing and guidance of our experienced tutors. The forum is complimentary to the members…
UK Customer Satisfaction Awards – Winners 2024
Our latest UK Customer Satisfaction Awards ceremony took place on 12 March, 2024 at Hilton Park Lane, London. A big thank you to all attendees for joining us in celebrating…
Building the Service Nation, together
It was a real pleasure to see so many of you at our Annual Conference this past week. Each year, I’m humbled by the collective commitment to service excellence. This year was…
Service wins out: The Institute of Customer Service announces UK Customer Satisfaction Awards 2024 Winners
Ocado Retail, Octopus Energy, Boots, and Specsavers were among the winners at last night’s UK Customer Satisfaction Awards, which celebrated the UK’s best-in-class for customer service. Last night marked the…