I mentioned BDO International, the global accountancy organisation, in a previous post but thought it worth drawing your attention to the Library section of their website which has reports covering a range of industries, including Leisure & Hospitality, Family Business and Retail & Wholesale. Their Monthly Trends Indices are ‘polls of polls’ that pull together the results of all the main UK business surveys. 
Their report entitled Service 2020: Megatrends for the decade ahead, discusses customer service.