Research

At ICS we commission, sponsor, and carry out research on all sorts of customer service topics.

We develop major research projects through our Breakthrough Research Committee. This is made up of ICS senior management, leading customer service academics and selected ICS organisational members. If there are any topics or areas you think we should consider for research, please let us know by getting in touch with us.

We also carry out sponsored research on behalf of our member organisations. If there’s a customer service topic you’d like us to research, please let us know by getting in touch with us. 

Research report coverExcellence in Managing the Business-to-Business Customer Relationship

The report examines the importance, value and key elements in business-to-business customer service and offers solutions.

Research report coverCustomer Priorities: what customers really want

This report explores the reasons why satisfaction matters and hence why it should be measured

report coverService Technologies: developing strategies

The report examines the challenge of using technology to enhance customer service as part of an organisation's overall strategy

Research report coverRewarding Customer Service? Using reward and recognition to deliver your customer service strategy

The report shows the benefits of applying innovative approaches in reward and recognition of customer service professionals

Research report cover Delivering Service Excellence: The view from the front-line

The report gives an insight into sevice delivery through front-line staff

Research report coverService Excellence=Reputation=Profit

The report shows the relationship between delivering service excellence, an organisation's reputation and its financial results

Research report cover Emerging Skills for a Changing Economy: Evolution of the Customer Service Professional

How will customer service change over the next decade?

Internet Research ReportTrusting the internet: developing an eService strategy

A blueprint for delivering service excellence on the web

research report coverThe Future of Customer Service

Food for thought - results of a survey of executives in US and UK

 

 

 

 

 

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Leading customer service performance and professionalism
05 December 2008