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Research, insight & industry news

The Institute of Customer Service provides organisations with analysis and tools to improve customer satisfaction and business performance

Research, insight & industry news

The Institute's research provides unique insight into key issues and trends affecting customer service performance, with recommendations to help organisations to assess their business impact


Research library

Search, review and download industry leading research

Our research library includes the latest UK CSI reports, Institute Research as well as leading whitepapers, literature reviews and other insight

Institute research

Insight, advice and concrete strategies to improve

Institute of Customer Service research spans key issues in customer service across all sectors

UK Customer Satisfaction Index

The national measure of customer satisfaction.

The UK Customer Satisfaction Index gives a unique insight into the quality of customer service in your sector. So you can see who's leading the pack, and how you measure up

Case Studies

Essilor: How ServiceMark helped a historic lens maker to see a brighter future

“I'd recommend ServiceMark to anybody – but don't do it for the badge: understand why you're doing it, and really make the change.

Pete Dodds Quality Manager, Essilor
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An introduction to research from Jo Causon

Jo Causon introduces the Institute of Customer Services research principles

Visit our research library

Bespoke research

An independent, expert eye for your customer service

A bespoke Institute of Customer Service report brings valuable perspective, insight and advice to your customer service priorities, challenges and opportunities

Submit a resource

Do you have a piece of research you want featured?

Use this form to submit a white paper, article or link to a customer service resource for inclusion in the Institute's library

Guidance notes

Need some guidance related to customer service?

Articles on everything from How to Make a Complaint through to Setting Customer Service Standards.