Our research brings the Institute’s independent, expert perspective to the key issues in customer service. Across a range of critical trends and business challenges, we provide insights and advice to help your organisation improve customer satisfaction, loyalty, recommendation and business performance.

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Some of our research is free for corporate and council organisational members. If you are a corporate or council organisational member please contact your account director for further information about our research.

 

  • Beyond Measurement Customer Service and Business Performance

    £500.00
    The research aims to help CEOs, senior executives and customer service leaders measure customer service in order to deliver sustained improvement in business performance.
    This product is a downloadable PDF
  • The Power of Service: How Utilities can improve customer focus and business performance

    Institute of Customer Service breakthrough research front cover - The Power of Service
    £500.00
    The Power of Service examines the state of customer service in the Utilities sector and provides organisations with a framework for achieving customer service excellence. It shows how a focus on customers enables energy and water organisations to address the challenges and opportunities facing the sector, including re-establishing trust and developing the potential for new services enabled by technology. It includes the results of a survey focused on Utilities account switching, showing the importance of customer service in customers’ decisions to change energy supplier.
    This product is a downloadable PDF
  • Citizens and Customers: Further Building the Case for Customer Service in the Public Sector

    Public Sector report from the Institute of Customer Service
    £500.00
    ‘Citizens and Customers: Further Building the Case for Customer Service in the Public Sector’, based on qualitative responses from 6,000 customers and 24 in-depth interviews with public sector leaders, reveals the unique set of challenges facing organisations that deliver public services. It also defines what excellent customer service looks like in the context of the public sector and makes specific recommendations about how organisations and government can ensure a sustainable focus on customer service to citizens.
    This product is a downloadable PDF
  • Structures for Success: How models of business ownership influence customer service

    structures for success
    £500.00
    This report examines five key business models – PLC, private, partnership, mutual and franchise. Drawing on interviews with business leaders, it assesses the strengths and weaknesses of these models in terms of customer service strategy and delivery. The report provides advice for organisations across all models on addressing potential weaknesses and learning from the service strengths of other models.
    This product is a downloadable PDF
  • are you being engaged? 2014

    are you being engaged? 2014 a new research report
    £250.00
    'Are you being engaged? 2014' demonstrates the importance of employee engagement as a driver of positive customer experiences and improved business performance. It updates research the Institute published in 2012 on this topic.
    This product is a downloadable PDF
  • Executive Summary: A question of trust: the business impact of customer service in the finance sector

    Exec Summary Finance report
    £150.00
    Based on evidence in the UK Customer Satisfaction Index (UKCSI), the research focuses on the Retail banking and Insurance sectors. It shows that customer satisfaction in the finance sector has not kept pace with customer satisfaction in the wider economy. The research examines the links between customer service, loyalty, recommendation and reputation. In a new era of competition and regulation, it also contains recommendations about what organisations need to do to realise the benefits associated with customer service. (available in downloadable pdf)
    This product is a downloadable PDF
  • Full report: A question of trust: the business impact of customer service in the finance sector

    Full finance report
    £500.00
    Based on evidence in the UK Customer Satisfaction Index (UKCSI), the research focuses on the Retail banking and Insurance sectors. It shows that customer satisfaction in the finance sector has not kept pace with customer satisfaction in the wider economy. The research examines the links between customer service, loyalty, recommendation and reputation. In a new era of competition and regulation, it also contains recommendations about what organisations need to do to realise the benefits associated with customer service.
    This product is a downloadable PDF
  • Handle with care: an analysis and toolkit to improve complaint handling

    Handle with care front cover
    £500.00
    Based on data from the UKCSI, this research report is a strategic and practical guide for anyone involved in complaint handing, or seeking to understand what causes complaints and what influences satisfaction with complaint handling. It includes insight into the state of complaints in the UK, why customers do or don’t complain if they have a problem, what issues customers complain about and what drives satisfaction with complaint handling. It also contains comparisons across 13 sectors, as well as a checklist of actions for organisations to consider in building the ideal complaint handling process.
    This product is a downloadable PDF
  • The future of customer service: a blueprint for 2020

    The future of customer service - main report front cover
    £500.00
    The aim of this report is to assist leaders in their future strategy planning by creating a set of visions and scenarios about what customer service will look like in 2020. The research contains a number of rapidly evolving political, economic, social, demographic and technological trends that will influence the customer service landscape. The data was collected using a futurologist modelling and panel discussions with service leaders at some of the UK’s largest organisations. (Printed report and PDF download).
    This product is a downloadable PDF
  • The future of customer service: a blueprint for 2020 - Executive summary

    The future of customer service - executive summary front cover
    £100.00
    An executive summary of our research report - the future of customer service – a blueprint for 2020. The aim of this report is to assist leaders in their future strategy planning by creating a set of visions and scenarios about what customer service will look like in 2020. The research contains a number of rapidly evolving political, economic, social, demographic and technological trends that will influence the customer service landscape. The data was collected using a futurologist modelling and panel discussions with service leaders at some of the UK’s largest organisations. (Printed hard copy and PDF download).
    This product is a downloadable PDF
  • return on investment in customer service: the bottom line report

    return on investment in customer service: the bottom line report
    £500.00
    Our research into evidence of the financial returns from customer service. It comprises a survey of senior directors, a literature review, case studies, an executive summary and a series of recommendations that can be used to start achieving ROI from customer service. (Published 2011). £500 for non-members, £400 for members.
    This product is a downloadable PDF
  • Are You Being Engaged?

    Are You Being Engaged?
    £500.00
    Our May 2012 research into the relationship between employee engagement, customer experience and customers' purchasing behaviour. Based on a survey of 2,000 banking, retail, insurance and utilities consumers.
    This product is a downloadable PDF
  • return on investment in customer service: the bottom line report (executive summary PDF DOWNLOAD)

    Cover of exec summary
    £100.00
    Executive summary of our research into evidence of the financial returns from customer service. This document summarises a survey of senior directors, a literature review, case studies and a series of recommendations that can be used to start achieving ROI from customer service. (Published 2011).
    This product is a downloadable PDF
  • World-class customer service: The what, the why, the how

    World Class Service report cover
    £125.00
    Report identifying the key factors that promote and determine world-class service (WCS). Explains how WCS can be achieved by any organisation, from multinationals to local businesses. Published 2008.
  • Customer Priorities: What customers really want

    Customer Priorities research cover
    £195.00
    Customer Priorities: what customers really want explores the reasons why customer satisfaction matters and hence why it should be measured. It improves understanding of customers’ priorities across the UK and Ireland and sets the scene for developing a national Customer Satisfaction Index (CSI). Published 2007.
  • Excellence in Managing the Business-to-Business Customer Relationship

    £125.00
    This report examines the importance, value and key elements in business-to-business customer service; more importantly, the report offers practical tips on providing customer service. Published 2006.
  • Rewarding Customer Service? Using reward and recognition to deliver your customer service strategy

    £20.00
    This report shows how to use reward and recognition as part of delivering your customer service strategy. Published 2005.
    This product is a downloadable PDF
  • Service Technologies: Developing strategies

    £125.00
    The report examines the challenge of using technology to enhance customer service as part of an organisation's overall strategy and offers a number of suggestions for 'getting it right'. Published 2006.
  • Delivering Service Excellence: The view from the front-line

    £50.00
    The report provides insights into the way organisations deliver excellent service through their front-line staff. Published 2002.
    This product is a downloadable PDF
  • Service Excellence = Reputation = Profit

    £50.00
    This report finds that companies that are regarded as 'being easy to do business with' are more likely to achieve bottom line benefits than organisations that do not have such a reputation. Published 2001.
    This product is a downloadable PDF

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UKCSI Sector Reports

Use the UKCSI sector reports to identify the highest rated and most improved organisations for customer satisfaction and see the links between customer service and trust, loyalty and recommendation.

Order a UKCSI sector report to find discover more.

Key findings from A question of trust: the business impact of customer service in the finance sector