The Institute’s research and insight gives an independent, expert perspective on the key issues affecting customer experience.
We help you understand the evolving customer environment, highlight the characteristics of excellent service, measure and benchmark your customer satisfaction, with practical insight and recommendations to improve.
This research looks beyond the Covid-19 crisis to examine how work culture, environment and practices – particularly in a customer service context – could change in the next 5 years.
👇 Download the research report to discover the changing world of work
The UK Customer Satisfaction Index
UKCSI is and independent benchmark and the UK’s go to source of knowledge for customer experience. Our industry leading breakthrough research covers topics of vital interest for CEOs, customer experience leaders and professionals.
As well as our published research, we undertake projects on behalf of member organisations, to help them better understand their customers and improve their performance, Our Insight Consultancy provides tailored solutions to understand your customers and data, map and measure your customer experience, develop improvement plans and track their impact on customer satisfaction and business performance.
Our Research & Insight Capabilities
Measuring Customer Satisfaction in the UK
Measuring your customer satisfaction
and benchmarking with the UKCSI
Measuring your employees’ perception
of your customer experience
Understanding customer needs, behaviours, attitudes and the customer experience environment
Understanding your customers’ needs, behaviours and attitudes
From the Research Hub
This pan-sector research examines how customer expectations and behaviours have changed in the last two years, how they will evolve, and how...
This research looks beyond the Covid-19 crisis to examine how work culture, environment and practices – particularly in a customer...
Discover what drives customers’ trust in organisations. Our latest Breakthrough Research examines the influence of customers’ experiences with organisations on...
The green agenda is an opportunity for organisations to show leadership and innovation to benefit society, their customers and business...
The Procurement Partnership – Developing relationships to deliver excellent customer service though procurement£500.00
Developing relationships to deliver excellent customer service though procurement