The Institute is a not-for-profit membership body run on commercial lines, with a community of organisational and individual members from across the private, public and third sectors. We have approximately 26% of the FTSE 100 as members of the Institute. 

Our Vision

A world where excellent customer service is seen to make a credible impact on the performance of organisations, and where customer service is recognised as a profession and is respected and sought out by wider society.

Our Mission

The Institute of Customer Service is the first port of call on every aspect of customer service, delivering high quality tangible benefits to organisations; individuals and other stakeholders. As the professional body we are expert, and independent; benchmarking and setting standards so that our customers can improve their customers’ experiences and their business performance.

Our Value Proposition

The Institute of Customer Service delivers tangible benefits to organisations and individuals so that our customers can improve their customers’ experience and their own business performance.

The culture

The Institute uniquely combines the challenge and stimulation of working in a competitive commercial environment with the supportive and personal atmosphere of a small company that is closely connected to its customer base. We aim for excellence in all we do and we enable our people to deliver the best they can for our customers.