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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 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.

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The UK Customer Satisfaction Index

The UKCSI is an independent benchmark and the UK’s go to source of knowledge for customer experience.

It’s the national barometer of customer satisfaction published twice a year by The Institute of Customer Service since 2008. It is an independent, objective customer satisfaction benchmark on a consistent set of measures on over 270 organisations and organisation types in 13 sectors. The UKCSI gives an objective view of customer satisfaction in the UK, providing a unique way of tracking and comparing customer satisfaction performance across the UK economy.

Our Research & Insight Capabilities
Measuring Customer Satisfaction in the UK

An independent benchmark of customer satisfaction across 13 sectors

Measuring your customer satisfaction
and benchmarking with the UKCSI
Business Benchmarking

Measure your customer satisfaction and benchmark
with the UKCSI

Bespoke Business Benchmarking

Opportunity to add questions to your survey that are specific to your sector, organisation or context

Measuring your employees’ perception
of your customer experience

Your employees’ perspective on your service

Understanding customer needs, behaviours, attitudes and the customer experience environment
Breakthrough Research

Independent, thought leadership research on vital customer experience topics, available to organisational members

Understanding your customers’ needs, behaviours and attitudes
Insight Consultancy

Understand your customers’ priorities. Turn insight into strategy and action. Improve customer service and business performance

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 industry leading Breakthrough Research covers topics of vital interest for CEOs, customer experience leaders and professionals. 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.

From the Research Hub

    Explore Research & Insight

    Breakthrough Research Reports
    We bring an independent, expert perspective, providing insights and advice to help you adapt to the changing customer landscape and improve your organisation’s performance.

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    Insight Consultancy
    Insight Consultancy
    Our Insight Consultancy focuses on enabling you to turn insight into practical action to improve customer satisfaction and business performance.

    Find out more
    Bespoke Research
    Bespoke Research
    As well as the research and insight we publish as a member benefit, we undertake research projects on behalf of member organisations, to help you better understand your customers.

    Find out more

    Interested in becoming a member?

    Embed service throughout your organisation and enhance your business performance.

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