Research

If you’d like to receive an email notification whenever we commission or publish new research, sign up for our research update notifications.

We develop research projects through our Breakthrough Research Committee. This is made up of ICS senior management, customer service academics and selected ICS organisational members.

If there are any topics or areas you think we should consider for research, or you’re interested in sponsoring our research, please email web.editor@icsmail.co.uk. 

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 coverDelivering Service Excellence: The view from the front-line

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

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 coverThe Future of Customer Service

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

Internet Research ReportTrusting the internet: developing an eService strategy

A blueprint for delivering service excellence on the web

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

How will customer service change over the next decade?

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 packResearch Pack

Buy four of our reports for £200

It's a Culture Thing coverIt’s a culture thing: The challenge of change - customer service in local government

The report examines the nature and development of customer service approaches in local government in the UK.

Coveragility in services - capabilities for difficult times

This report examines how organisations view agility, whether agile organisations outperform those that are not, the capabilities associated with agile organisations and how management could improve performance.

Research report coverCustomer Priorities: what customers really want

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

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.

Report coverWorld-class Customer Service: The What, The Why, The How

Report identifying the key factors that promote and determine world-class service

 

 

 

 

 

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Leading customer service performance and professionalism
13 March 2010