ROI Toolkit ⋆ Institute of Customer Service

Measure and maximise the impact of your customer service investments

Investment in customer service is under pressure, and demonstrating return on investment (ROI) is vital. However, measuring ROI can be complex and challenging. That’s why we created the ROI Toolkit – giving you everything you need to demonstrate the ROI of service.

Identify the specific service metrics that align with your financial objectives and apply appropriate methodologies to track performance against them.

Built on a combination of our research over the past 20 years and the experience of senior executives in the industry, our ROI Toolkit helps you prove the business case for investing in your customer experience.

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Customer satisfaction drives business performance, but proving it can be a challenge

Contextual calculations

Our Customer Service Dividend research demonstrates the link between customer satisfaction and financial performance. Your ROI calculation, however, will be highly contextual and specific to what your organisation is trying to achieve.

Factors influencing business performance

Many other factors also influence business performance, and some organisations focus on short-term financial reporting.

Integrated activities

Significant improvements in service and financial performance are frequently the result of integrated activities, making it difficult to evaluate the impact of individual service initiatives.

Intangible benefits

High levels of satisfaction also provide intangible benefits, which may be difficult to measure or directly link to financial returns.

What the ROI Toolkit contains:

Metrics

A selection of customer satisfaction metrics used to assess and demonstrate the ROI of service in terms of revenue growth, revenue retention, or cost savings