Our literature reviews provide an overview of the current knowledge and methodology in a chosen customer service subject. They enable you to bring yourself up to date on a particular issue and explore wider reading material.
Institute members receive free copies of our literature reviews, so make sure you login before purchasing.
Looking at what drives customers to buy from particular providers and how this effects the choice of purchasing channel.
Literature reviews looking at all areas of the customer experience from first engagement, to after sales and complaints.
Technology & online purchasing
These literature reviews look at the use of new and existing technologies in customer service environments.
Customer service teams
Looking at recruiting, training and managing all levels of staff involved in your customer service operation.
Customer service strategy
Exploring all areas of customer service strategy with new ideas for making sure you provide excellent customer service.
Literature reviews exploring how an organisations culture can effect not only their staff but also their customers.
Recently consumers appear to be more ethically minded when making purchases. These literature reviews explore how effects your organisation.
Measuring customer service
Looking at the best ways to collect customer service data and how best to use the information you gather.
Literature reviews exploring how globalisation is effecting customer service standards and how to meet these different expectations within your business.
Literature reviews which explore the idea of outsourcing and how this affects customer experience.
- UK Customer Satisfaction Index (UKCSI)
- Institute research
- Bespoke research & insight
- Literature reviews
- White papers
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Insight launch event - new finance research
The Institute will be hosting an event on the 19 November 2013 launching a piece of new breakthrough research.