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.
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
The Procurement Partnership – Developing relationships to deliver excellent customer service though procurement£500.00
Developing relationships to deliver excellent customer service though procurement
This research is one of the most challenging that we’ve published. It’s wide ranging and covers essential issues relevant to...
Upfront and Personal: Leveraging data to deliver a genuinely personalised omnichannel customer experience£500.00
The research explores customers’ attitudes towards use of personal data and experiences with organisations across different channels, assessing how effective...
In this research we identify the forces shaping the customer of the future, examine a range of future scenarios and...
The research combines the questions used in the January 2019 UK Customer Satisfaction Index with a number of charity-specific questions,...