Today we publish the latest UK Customer Satisfaction Index (UKCSI) results.

We publish the index every six months. It's based on a survey of a representative sample of 26,000 UK adults, and asks them questions about their experiences of UK organisations. The survey questions are based on our research into customer priorities.

Buy complete, sector by sector results from our shop.

Summary

The UKCSI Overall score for July 2011 is 77.3, up from 76.7 in January 2011.

The top five performers in each sector were:

Retail (food) (overall sector index 80.9)

  1. Marks & Spencer (food) 87.3
  2. Waitrose — 86.5
  3. Aldi — 84.4
  4. ASDA — 82.4
  5. Morrisons — 81.8

Services (overall sector index 80.9)

  1. RAC — 82.8
  2. Autoglass — 82.7
  3. DHL — 80.4
  4. AA — 80.4
  5. Green Flag — 79.8

Tourism (overall sector index 80.7)

  1. Marriott — 85.5
  2. Virgin Holidays — 84.3
  3. Hilton — 83.9
  4. SAGA Holidays — 83.0
  5. P&O Cruises — 82.5

Retail (non-food) (overall sector index 80.3)

  1. John Lewis — 87.5
  2. Marks & Spencer — 84.2
  3. Boots — 84.0
  4. Argos — 81.6
  5. Matalan — 81.5

Automotive (overall sector index 79.5)

  1. Toyota — 82.8
  2. Volvo — 82.5
  3. Mercedes Benz — 82.4
  4. Mazda — 82.2
  5. Nissan — 81.7

Leisure (overall sector index 79.0)

  1. Toby Carvery — 83.4
  2. Subway — 82.9
  3. Pizza Express — 82.6
  4. Starbuck —s 81.4
  5. Harvester — 81.3

Finance (insurance) (overall sector index 78.2)

  1. BUPA — 82.1
  2. Churchill — 81.0
  3. AA — 81.0
  4. SAGA — 80.3
  5. AXA — 80.3

Finance (banks) (overall sector index 77.0)

  1. First Direct — 85.3
  2. Bank of Scotland — 83.1
  3. Nationwide — 80.5
  4. HSBC — 79.3
  5. Natwest — 77.8

Public services (local) (overall sector index 75.5)

  1. your local Ambulance Service — 84.4
  2. your local Fire Service — 83.8
  3. GP surgery / health centre — 78.3
  4. your local Police Service — 71.5
  5. your local council — 61.3

Telecoms (overall sector index 74.8)

  1. O2 — 81.8
  2. Orange — 79.1
  3. T-Mobile — 78.7
  4. Sky — 76.1
  5. 3 — 75.7

Transport (overall sector index 74.0)

  1. Virgin Atlantic — 86.3
  2. Virgin Trains — 79.4
  3. Eurotunnel — 78.6
  4. National Express — 78.6
  5. P&O Ferries — 78.3

Utilities (overall sector index 72.5)

  1. Scottish and Southern Energy (SSE) — 76.7
  2. EDF Energy — 76.3
  3. British Gas — 73.0
  4. E.ON (energy) — 72.4
  5. Dwr Cymru (Welsh Water) — 72.0

Public services (national) (overall sector index 72.3)

  1. DVLA — 77.5
  2. The Identity & Passport Service — 77.2
  3. NHS / hospital service — 76.1
  4. Post office — 75.9
  5. Royal Mail / Parcelforce — 72.8

Further information

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