Research & Publications

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We offer the following research and publications:

• UK Customer Satisfaction Index (UKCSI) results – national and industry sector results of our twice yearly UK customer satisfaction survey
• breakthrough research reports – practical research into areas such as:
  • the ROI in customer service
  • customer priorities
  • defining world class service
  • business to business customer relationships
• literature reviews – overview of the current knowledge and methodology in several customer service subjects
• customer service topic sheets (member only)
• white papers – customer service papers published by other organisations
• guidance notes – how–to guides, including:
  • writing customer service standards
  • establishing a customer charter
  • handling complaints
• customer focus – our quarterly magazine for senior executives

Members are entitled to discounts on our research. Find out about membership.