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Industry-leading independent research on topics of vital interest for CEOs, customer experience leaders and professionals

We publish an independent, expert perspective and provide thought leadership, insights and advice to help organisations adapt to changes in the customer landscape and improve their performance.

Breakthrough Research

Customer satisfaction and investment in customer service are under severe pressure, and there is a growing and urgent need to reassess the relationship between customer satisfaction and financial performance.

Our latest Breakthrough Research examines the relationship between customer satisfaction and business performance over the last 5 years, and provides key areas of focus and investment that have enabled companies to achieve sustainable customer satisfaction and financial performance.

We give a distinct customer experience emphasis to each topic, with practical recommendations that customer experience leaders can use in their organisations. Breakthrough research is funded through sponsorship by member organisations. If you would like to know more about sponsorship please contact us.

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The Customer Service Dividend Revisited - Report Cover

This research report contains compelling current insights about the relationship between customer satisfaction and business performance, factors that influence this in different sectors, and key areas of focus that have enabled companies to achieve consistently high levels of customer satisfaction and sustainable business performance.

Download the full research report here ?

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Member organisations can access Breakthrough Research for free. Discounts apply for Individual members.

Looking for UKCSI reports?

The UKCSI provides a unique way of tracking and comparing customer satisfaction performance across the UK economy.

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