UKCSI gives unique insights into the quality of customer service supplied by organisations in the UK. 

UKCSI (UK Customer Satisfaction Index) is the national measure of customer satisfaction. It is based on a six-monthly online survey of consumers which is demographically representative of the UK population.

The July 2013 UKCSI includes over 30,000 responses from at least 9,000 individual customers.

The below video highlights some of the key results from the July 2013 report.

How UKCSI works

UKCSI rates the customer satisfaction of organisations in 13 sectors of the economy, covering many of the leading organisations in each sector. It also provides satisfaction ratings for each of the 13 sectors and for the UK as a whole. UKCSI was launched by the Institute of Customer Service in January 2008 and is published every six months. It provides a unique way of measuring current customer satisfaction according to UK consumers, as well as trends over time. 

UKCSI is based on customers’ actual, recent service experiences. Respondents are asked to rate individual organisations they have dealt with on a range of customer service priorities. These relate to professionalism, quality and efficiency, ease of doing business, timeliness, problem solving and complaint handling. 

How to use UKCSI 

UKCSI provides evidence about how effectively different organisations across 13 sectors are responding to changing customer needs over time. It enables organisations to benchmark against others in their sector, and the best in the UK. It also identifies the links between customer service and other measures of business performance such as brand loyalty and recommendation.

The Institute publishes a series of 13 UKCSI sector reports. These provide detailed benchmarking scores for each measure of satisfaction for individual organisations in the sector, and insights about the relative strengths and weaknesses of each sector.

Latest results

July 2014 top results 

The latest UK Customer Satisfaction Index (UKCSI), which surveys nearly 10,000 consumers, reveals that satisfaction has continued to fall leaving people more unhappy with their customer experience now than they were in January 2011, a major concern for organisations as the economy begins to grow.

 

  • Consumers are less satisfied with their customer experience now than they were in January 2011
  • Only ten organisations in the top fifty have improved on their performance since July 2013
  • John Lewis and Amazon came top of the survey of nearly 10,000 consumers
  • In every sector, there are examples of organisations that have defied the overall trend and improved their customer satisfaction 
  • People most likely to be dissatisfied with levels of customer service are from younger age-groups

Jo Causon, CEO of the Institute of Customer Service, commented:

“There are a number of factors that could be influencing the downward trend in satisfaction. Customer expectations are rising and their needs are changing more quickly, with speed, convenience and being easy to do business with particularly important. In this environment, organisations must invest in customer insight and apply it with agility. They will also need continuously to review their customer service skills, capabilities and standards to ensure they are relevant to changing customer needs.” 

Top performers

John Lewis (87.7), Amazon (87.6), first direct (86.3), Tesco Mobile (85.8), Marks & Spencer (food) (85.6) Waitrose (85.0), Specsavers (84.4), Aldi (84.2), Next (84.0), Nationwide (83.5), The Co-operative Bank (83.5) 

Download the July 2014 Executive Summary

Purchase a July 2014 sector report


 

Reports

Each year the Institute publishes executive summaries of results and more in depth sector reports twice a year. 

Executive Summaries - free to download

Sector reports

Use the UKCSI sector reports to:

  • Benchmark your organisation against others in the sector, using the detailed metrics on customer satisfaction
  • Identify the highest rated and most improved organisations for customer satisfaction 
  • Compare the sector to others in the UK economy
  • Identify which channels customers use and how satisfaction varies by channel
  • See the links between customer service and trust, loyalty and recommendation
  • Understand the drivers of complaints and complaint handling 

UKCSI Organisations

The list below shows all 213 organisations included in the July 2014 UKCSI. Customer satisfaction scores for these organisations can be found in the UKCSI sector reports.

Automotive 

  • Audi
  • BMW/Mini
  • Citroen
  • Fiat
  • Ford
  • Honda
  • Hyundai
  • Jaguar
  • Kia
  • Land Rover
  • Mazda
  • Mercedes Benz
  • Nissan
  • Peugeot
  • Renault
  • Seat
  • Skoda
  • Toyota
  • Vauxhall
  • Volvo
  • VW

Banks & Building Societies

  • Bank of Scotland
  • Barclays
  • First Direct
  • Halifax
  • HSBC
  • Lloyds
  • Nationwide
  • NatWest
  • RBS
  • Santander
  • Tesco Bank
  • The Co-operative Bank
  • TSB
  • Yorkshire Bank

Insurance 

  • AA
  • Admiral
  • Aviva / Norwich Union
  • AXA
  • BUPA
  • Churchill
  • Direct Line
  • Endsleigh
  • Esure
  • Hastings
  • Legal & General
  • LV=
  • M&S
  • More Th>n
  • Nationwide
  • Prudential
  • SAGA Insurance
  • Sainsbury’s
  • Sheila's Wheels
  • Tesco
  • The Co-operative Insurance
  • Virgin Money
  • Zurich

Leisure 

  • Burger King
  • Caffe Nero
  • Cineworld
  • Costa Coffee
  • Domino's Pizza
  • Greggs/Baker's Oven
  • Harvester
  • JD Wetherspoon
  • KFC
  • LOVEfilm
  • McDonalds
  • Odeon
  • Pizza Express
  • Pizza Hut
  • Pret A Manger
  • Starbucks
  • Subway
  • Toby Carvery
  • Vue Cinema
  • Your local fish & chip shop
  • Your local restaurant

Public Services (local)

  • GP surgery / health centre
  • Your housing association
  • Your local Ambulance Service
  • Your local council
  • Your local Fire Service
  • Your local Police Service

Public Services (national)

  • DVLA
  • HM Passport Office
  • HMRC (Inland Revenue)
  • Jobcentre Plus
  • NHS / hospital service
  • Post office
Retail (Food)

  • Aldi
  • Asda
  • Iceland
  • Lidl
  • Marks & Spencer (Food)
  • Morrisons
  • Sainsbury’s
  • Tesco
  • The Co-operative (Food)
  • Waitrose

Retail (non-food)
  • Amazon
  • Argos
  • B&Q
  • Boots
  • Currys/Dixons/PC World
  • Debenhams
  • eBay
  • H&M
  • Homebase
  • Ikea
  • John Lewis
  • Marks & Spencer
  • Matalan
  • New Look
  • Next
  • Poundland
  • Primark
  • Specsavers
  • Sports Direct
  • Superdrug
  • WH Smith
  • Wilkinson
Services
  • AA
  • Autoglass
  • City Link
  • DHL
  • Enterprise Rent-A-Car
  • Green Flag
  • Hertz
  • Homeserve
  • RAC
  • Royal Mail / Parcelforce
  • Timpson
  • Your local builder
  • Your local dry cleaner
  • Your local electrician
  • Your local estate agent
  • Your local hairdresser
  • Your local painter & decorator
  • Your local plumber
  • Your local solicitor
Telecommunications & Media 
  • 3
  • BT
  • EE (Everything Everywhere)
  • Giffgaff
  • O2
  • Sky
  • Talk Talk
  • Tesco mobile
  • T-Mobile
  • Virgin Media
  • Vodafone
Tourism 

  • Butlins
  • Center Parcs
  • Expedia
  • Haven Holidays
  • Hilton
  • Holiday Inn
  • Lastminute.com
  • Marriott
  • P&O Cruises
  • Pontins
  • Premier Inn
  • SAGA Holidays
  • Thomas Cook
  • Thomson
  • Travelodge
  • Virgin Holidays
Transport 
  • Arriva- Bus group
  • British Airways
  • East Coast
  • East Midlands Trains
  • easyJet
  • Eurotunnel
  • First Capital Connect
  • First Great Western
  • First Group - bus companies
  • First Scotrail
  • First TransPennine Express
  • Flybe
  • London Midland
  • London Underground
  • Monarch Airlines
  • National Express
  • Northern Rail
  • P&O Ferries
  • Ryanair
  • South West Trains
  • Southeastern Trains
  • Stagecoach
  • The Trainline.com
  • Virgin Atlantic
  • Virgin Trains
Utilities
  • Anglian Water
  • British Gas
  • Dwr Cymru (Welsh Water)
  • E.ON
  • EDF Energy
  • first utility
  • Northern Ireland Electricity (NIE)
  • Northumbrian Water
  • npower
  • Scottish and Southern Energy (SSE)
  • Scottish Power
  • Scottish Water
  • Severn Trent Water
  • South West Water
  • Southern Water
  • Thames Water
  • United Utilities
  • Wessex Water
  • Yorkshire Water

 

Contact the team for further information about UKCSI or to discuss your sector results in more detail. 

 

 

 

Find out more

Would you like to find out more about Institute research, benchmarking, accreditation or training & qualifications?

Contact the Institute team

UKCSI Sector Reports

Use the UKCSI sector reports to identify the highest rated and most improved organisations for customer satisfaction and see the links between customer service and trust, loyalty and recommendation.

Order a UKCSI sector report to find discover more.

Customer service in the UK - a review of 2013 and predictions for 2014

We have looked back at the year just gone and the year coming to see which events and issues have the biggest impact on customer service. To find out more download the free report.

Free sector reports

Remember that council members of the Institute get a copy of their relevant sector report as part of their membership package.