Research

At ICS we commission, sponsor, carry out and publish 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 that you’d like us to research, please contact us.

Excellence 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.

Customer Priorities: what customers really want

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

Service Technologies: developing strategies

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

Rewarding 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

Delivering Service Excellence: The view from the front-line

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

Service Excellence=Reputation=Profit

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

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

How will customer service change over the next decade?

Trusting the internet: developing an eService strategy

A blueprint for delivering service excellence on the web

The Future of Customer Service

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

ICS Publications

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