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 January 2015 UKCSI includes 39,000 responses from over 10,000 individual customers.

The below video highlights some of the key results from the January 2015 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

January 2015 top results 

 

View our State of Customer Service infographic for the key findings at a glance


 

The latest UK Customer Satisfaction Index (UKCSI), which surveys over  10,000 customers , reveals that satisfaction has continued to fall to its lowest level since , a major concern for organisations as the economy begins to grow.

  • Customer Satisfaction has dropped to its lowest level since 2010
  • John Lewis and Amazon come out on top for delivering high levels of customer satisfaction in 2015
  • Analysis of 39,000 individual customer experiences reveals true state of customer satisfaction in the UK
  • Four of the big six energy providers improve on track record as some sectors fare better than others in the report from the Institute of Customer Service

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

“Many organisations are struggling to keep pace with a business environment that has undergone rapid change in recent months. Some brands are improving customer satisfaction by operating in an agile and innovative way, but overall it is clear that a new approach is required for this new environment. Businesses need to take a look at the experience they are delivering to customers and identify how it can be improved.”

Download the January 2015 Executive Summary

Purchase a January 2015 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
  • Skoda
  • Suzuki
  • Toyota
  • Vauxhall
  • Volvo
  • VW

Banks & Building Societies

  • Bank of Scotland
  • Barclays
  • first direct
  • Halifax
  • HSBC
  • Lloyds
  • Nationwide
  • NatWest
  • RBS
  • Santander
  • Tesco
  • The Co-operative Bank
  • TSB

Insurance

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

Leisure

  • Burger King
  • Caffe Nero
  • Cineworld
  • Costa Coffee
  • Domino’s Pizza
  • Greggs
  • 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
  • Library
  • 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
  • Ocado
  • Sainsbury’s
  • Tesco
  • The Co-operative (food)
  • Waitrose

 

Retail (Non-food)
  • Amazon
  • Argos
  • B&Q
  • Boots
  • Currys/PC World
  • Debenhams
  • eBay
  • Homebase
  • Ikea
  • John Lewis
  • Marks & Spencer
  • Matalan
  • New Look
  • Next
  • Poundland
  • Primark
  • Specsavers
  • Sports Direct
  • Superdrug
  • TK Maxx
  • WH Smith
  • Wilkinson
Services
  • AA
  • Autoglass
  • Avis
  • City Link
  • DHL
  • Enterprise Rent-A-Car
  • Green Flag
  • Hermes
  • Hertz
  • Homeserve
  • RAC
  • Royal Mail/Parcelforce
  • Timpson
  • TNT
  • Yodel
  • 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
  • booking.com
  • Butlins
  • Center Parcs
  • Expedia
  • Haven Holidays
  • Hilton
  • Holiday Inn
  • Lastminute.com
  • Marriott
  • P&O Cruises
  • Pontins
  • Premier Inn
  • Thomas Cook
  • Thomson
  • Travelodge
  • Virgin Holidays
Transport
  • Arriva - Bus group
  • Arriva Trains Wales
  • British Airways
  • CrossCountry
  • East Coast
  • East Midlands Trains
  • easyJet
  • Eurotunnel
  • First Capital Connect
  • First Great Western
  • First Group - bus companies
  • First Scotrail
  • Flybe
  • Greater Anglia
  • Jet2
  • London Midland
  • London Underground
  • Monarch Airlines
  • National Express
  • Northern Rail
  • P&O Ferries
  • Ryanair
  • South West Trains
  • Southeastern Trains
  • Southern Railway
  • Stagecoach
  • The Trainline.com
  • Thomson
  • Virgin Atlantic
  • Virgin Trains
Utilities
  • Anglian Water
  • British Gas
  • Dwr Cymru (Welsh Water)
  • E.ON (energy)
  • EDF Energy
  • first utility
  • Northern Ireland Electricity (NIE)
  • Northumbrian Water
  • npower
  • Scottish and Southern Energy
  • (SSE)
  • Scottish Power
  • Severn Trent Water
  • South West Water
  • Southern Water
  • Thames Water
  • United Utilities (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 - key trends for 2015

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.