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Celebrating Customer Service excellence at YPO

News
Amelia Wilks
12 Oct 2026

At YPO, our customers have been at the heart of everything we do for more than 50 years. As we enter the next chapter of our journey, we remain committed to delivering outstanding service and creating the best possible experience for every customer.

That's why we're proud to celebrate National Customer Service Week and recognise colleagues across YPO who make excellent service possible every day. YPO scored a strong 87.8 (out of 100) for customer satisfaction in its latest Business Benchmarking Survey, compared to a UK all-sector average score of 77.3; and non-food retail sector average of 81.5 in the most recent UK Customer Satisfaction Index (UKCSI).

This result continues to place us ahead of well-known brands when compared to the UK Customer Satisfaction Index (UKCSI) - demonstrating the strength of the service our teams deliver day in, day out. These results are a testament to the dedication, expertise and professionalism of colleagues across the organisation, who continually go above and beyond to support our customers.

With our next Business Benchmarking Survey taking place this autumn, we remain focused on maintaining these high standards and identifying new opportunities to improve the customer experience further. Outstanding customer service continues to play a vital role in YPO's success.

To build on our strong foundation, we are developing a new customer service strategy that will support the delivery of YPO's new five-year strategy. The plan will be informed by customer insight and feedback, bringing together three key areas of focus: brand, customer journey and customer loyalty.

Martin Armytage, Head of Education Business said:

"YPO is developing a new Customer Service Strategy to build on the strong trust and reputation it already enjoys with customers, while addressing changing expectations around service, communication and ease of doing business. The strategy will help us move from a predominantly transactional approach to a more proactive, relationship-led model, creating a consistent One YPO experience, strengthening customer loyalty, improving customer insight and ensuring we deliver greater value for education and public sector customers at every stage of their journey.” As part of this work, YPO is launching a new annual public sector survey with ICS. This survey will keep us in touch with our customer sentiment, give customers an opportunity to feedback on how we’re performing, and how they would like to see the service we provide evolve."

Paul Barry, Head of Public Sector Customer Engagement, said:

"Customers have always played a huge part in how we shape our offering. Being owned by the public sector we put a lot of value in feedback – the new public sector survey will allow us to ensure their voice is heard.” This year's National Customer Service Week theme, Leadership for Challenging Times, highlights the important role leaders play in supporting their teams through periods of change and uncertainty. Creating a positive environment where colleagues feel empowered, valued and supported is essential to delivering excellent customer experiences."

Jo Causon, CEO, The Institute of Customer Service, said:

"Congratulations to everyone at YPO on their strong Business Benchmarking results. This independent feedback from customers offers valuable insights, and these results are a real credit to all those who support YPO's customers every day. This year's National Customer Service Week Wednesday theme, Leadership for Challenging Times, recognises that great service starts with great leadership. YPO's commitment to using customer insight to shape its new Customer Service Strategy demonstrates the long-term, strategic approach to service that delivers tangible business results. We look forward to continuing to support YPO through membership as they build on this strong foundation."

Looking ahead, customer service will remain central to YPO's mission and future success. By listening to our customers, acting on feedback and continually striving to improve, we can ensure we continue to deliver the high standards our customers expect and deserve.

Amelia Wilks - YPO

Author

Amelia Wilks

PR and Communications Officer

YPO

Amelia is a PR and External Communications Officer. Her role is focused on delivering external communications in the early years and wider education market. Amelia is responsible for assisting with PR and media relations, stakeholder communications and public affairs, content strategy and creation, research, and corporate comms such as strategic partnerships, sponsorship, events and awards.