Inspiring a Service Nation
Our Research shows that a sustained improvement in customer satisfaction will provide a £33bn per year productivity boost to the UK economy. To achieve this and make the UK a…
Thought Leadership
We also hold regular events and webinars. Most are exclusive to our members and some are open to all business leaders and customer service professionals.
News & Events
Some are open to the wider world, business leaders and customer service professionals, but most are exclusive to our members. Another great reason to join.
Top tips on how and why to conduct customer surveys during COVID-19
During the COVID-19 crisis many organisations have understandably been reluctant to run customer satisfaction surveys or research. Completing a satisfaction survey is probably not the priority for most customers at this time. By pressing ahead with a survey, organisations worry about appearing to be insensitive or out of touch. Or, if organisations have been unable to maintain accustomed service levels as a consequence of COVID-19, there is a concern that customer feedback only reflects the current context rather than the organisation’s broader service performance. However, as it becomes increasingly clear that measures to combat COVID-19 are likely to evolve but will be with us for some time, organisations need to recalibrate how they will gather and act on customer feedback.
Membership Resources
Access insight and knowledge pieces. These are a mix of open resources and some accessible to members only
Membership for Individuals
Types of Individual Membership We offer different types of membership to suit your current professional experience, qualifications and needs. Foundation Professional (PMICS) Specialist (SMICS) Management (MMICS) Companion (CMICS) We also…
Membership for Organisations
Acting as a critical friend and trusted advisor , this requires a two-way commitment in our relationship with our members. Our Principles and Promises give you an overview of what…
Transport for Greater Manchester: a collection of inspiring stories
Transport for Greater Manchester have shared some examples of great and inspiring customer service against the odds. Here are some inspiring stories submitted to us showcasing these examples of really going above and beyond or of service being delivered differently.
Membership
Becoming a member of The Institute demonstrates your commitment to customer service improvement and excellence. Established nearly 30 years ago, we are the UK's independent professional body for customer experience…
What businesses learn from the COVID-19 crisis will shape their future
To adapt successfully to the next Covid-19 phase, businesses need to take stock of what they have learnt over the past weeks - and provide a clear framework for what should be taken forward, and what should be discarded.