ICSA Publications

ICSA provides a wide variety of publications to meet the growing and changing needs of the industry. From benchmarking studies and compensation surveys to the Customer Service Bookstore, ICSA provides something for most of your education and business needs.

Past survey reports include studies of compensation, performance measurements, and benchmarking.

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Publications at-a-Glance

2005 ICSA/TARP Benchmarking Study on Electronic Customer Care

This report presents the findings of a study conducted by TARP in partnership with International Customer Service Association (ICSA) in the third and fourth quarters of 2004. The purpose of this study is to provide a current benchmark of (1) customer behavior as it relates to the use of the Internet and other electronic channels; (2) e-customer response expectations, customer satisfaction, and the impact of electronic customer service on customer behavior and loyalty; and (3) how organizations handle electronic customer service contacts. This is an update of previous studies done with ICSA in this area, most recently in 2002.

Click here to see the 2005 Technology Study Table of Contents

2002 Technology Study

The International Customer Service Association (ICSA) is committed to providing its members with customer service research that keeps them abreast of the changing dynamics of the profession. The 2002 ICSA Technology Survey is a significant component of this ongoing initiative.

ICSA's objective with this survey is to explore key technology benchmarks in areas such as Electronic Commerce, Desktop Technologies and Integrated Software.

Click here to see the 2002 Technology Study Table of Contents

2002 ICSA/TARP Study of Electronic Customer Service

This report presents the findings of a study conducted by TARP in partnership with International Customer Service Association (ICSA) in the third quarter of 2002. The purpose of this study is to provide a current benchmark of (1) customer behavior as it relates to the use of the Internet and other electronic channels; (2) e-customer response expectations, customer satisfaction, and the impact of electronic customer service on customer behavior and loyalty; and (3) how organizations handle electronic customer service contacts.

Click here to see the 2002 ICSA/TARP Study Table of Contents

2001 ICSA/TARP Study of Electronic Customer Service

With the expansion of the World Wide Web and increasing complexity of marketing methods, the modern customer is more inclined to expect more from companies who use electronic contacts versus the more traditional phone or mail contact, especially for customer service related issues. Find out all about a new generation of e-customers in a freshly updated survey conducted by ICSA and TARP. This study of nearly 4000 E-customers and 13 companies examines E-Customer Service from every angle, including customer expectations, customer behavior and company practices. Some of the key subjects covered in this report include:

• Customer expectations regarding receipt of acknowledgments and final responses, by industry
• Customer satisfaction with how companies are responding to e-contacts.
• Customer word-of-mouth (on-line and off-line) and word-of-web behavior.
• The processes and technology that companies are using to handle electronic contacts and differences by industry and volume of e-contacts received.
• The cost of electronic customer service versus telephone and letter/fax.
• The impact of increased e-contact handling on the volume of more traditional customer service media (e.g., telephone and letter/fax).
• The effect electronic contact handling has on customer satisfaction and loyalty.

The latest study is available to ICSA members for $80 and to non-members for $160, plus shipping and handling.

Click here to see the 2001ICSA/TARP Study Table of Contents

2000 Benchmarking Study

This study was conducted to explore key benchmarks in areas such as Service level, Order Processing and the Internet.

2000 Benchmarking Study Table of Contents

1999 ICSA Compensation Study

The International Customer Service Association provides its members with information in an attempt to keep them abreast of the changes in their profession. The Customer Service Compensation Study is a significant component of this ongoing initiative by ICSA. The study allows members a bird's eye view of the industry so they may compare their company's practices and policies with companies overall or companies in their industry. Many companies and individuals find this information a valuable tool in understanding the past, present and future of customer service operations. For a more in depth look at the study, please click on the below link to view its table of contents.

Compensation Study Table of Contents

1998 Benchmarking Study

The 1998 ICSA Customer Service Benchmarking Study includes data from 308 member companies who returned the nine-page study questionnaire. The study, which is designed to explore key benchmarks in customer service, includes information on customer service functions, personnel/training, order processing, complaint handling, and much more! The study is available to ICSA members for $100/copy and to non-members for $155/copy, plus shipping and handling.

ICSA Benchmarking Study Table of Contents

Technology Benchmarking Study

The 1997 Technology Benchmarking Study, conducted with 300 companies across industries, is designed to explore key technology benchmarks in areas such as Electronic Commerce, Telephone Systems, and Desktop Technologies. Results are shown by various segments including manufacturing vs. service companies, call centers, and industry category. The study is available to ICSA members for $60 and to non-members for $90, plus shipping and handling. To review all of the areas covered in this study, please click to the below link to view its Table of Contents.

Technology Benchmarking Study Table of Contents

Bookstore

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