Clarity is delighted to announce its new membership with The Institute of Customer Service, affirming our continual commitment to providing our clients with the best possible customer experience.

The Institute of Customer Service is the independent, professional membership body for customer service who both set and uphold the standard to enable their members to improve their business performance through service.

As a member, Clarity will receive access to the Institute’s research, training, accreditation, and networking. In addition to this, we will be able to benchmark progress against other leading organisations in customer service standards using the UK Customer Satisfaction Index.

It’s always been important to Clarity that our customers know we want to achieve the very best for them. Our Customer Service Manager, Annette Ritson, says of our approach,

‘We’re very proud of the commitment our teams have when it comes to customer service. We regularly survey our clients; our CSAT currently stands at 97% and 95% for customer effort. Our net promoter score (NPS) is 62, showcasing the quality of our customer service. Our ethos is around our people and technology, and it’s clear that our people are doing an incredible job for our clients. We’re excited to work with The Institute and learn from such a great organisation.’

Pat McDonagh, CEO commented,

“We’re delighted to have joined The Institute of Customer Service, as at Clarity, customer service has always been an exceptionally high priority.  Traditionally business travel agencies have relied on incumbency with corporate accounts and acted as an order-taking service, we don’t see it like that.  It is at our very essence that we work to impress our customers at every opportunity, during every interaction to reinforce our value and we’re looking forward to evolving that even further with the support of The Institute.”

For more information about the Institute of Customer Service, please visit