Today we publish the latest (January 2012) UK Customer Satisfaction Index (UKCSI) results. The UKCSI is the national measure of customer satisfaction – we gauge the quality of customer service in the UK by collecting around 26,000 survey responses each year. The results are published every six months.


  • the index proves the link between customer satisfaction and sales performance
  • retail still the strongest performing sector for UK customer service
  • growing gap between top and bottom–rated sectors for service
  • organisations struggle to deliver consistent service across channels

More information

Find out more

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

Contact the Institute team