UKCSI – The state of customer satisfaction in the UK – January 2026
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The January 2026 UKCSI is 78.2 (out of 100), up by 2.1 points compared to January 2025:
- All 13 sectors have improved: Banks & Building Societies (81.6) and Tourism (81.3) have their highest ever scores
- The highest rated organisations are first direct (87.0), John Lewis (86.4), Hays Travel (86.2) and Nationwide (86.1)
- 83.2% of customer experiences were right first time, the highest recorded in the UKCSI
- 64.1% of customers felt that the organisation understood and responded to their personal needs and situation, up by 4.3 points
- Over a quarter of customers say that value, best price and quality have become more important to them in the last 12 months
- 35.6% of customers prefer excellent service, even if costs more, up by 4.3 points compared to a year ago
Access the report here:
Description
The UKCSI is based on an online survey of over 15,000 consumers, who are representative of the UK adult population by region, age and gender. The January 2026 UKCSI comprises 59,500 customer experiences and each UKCSI incorporates two sets of data to create a rolling measure of customer satisfaction. The January 2026 UKCSI includes responses from surveys conducted between 10 March to 11 April 2025 and 17 September to 17 October 2025. Customers are asked to rate their experience of dealing with a specific organisation in the previous three months. Customers rate only one organisation per sector.
The January 2026 UKCSI shows the state of customer satisfaction in the UK, with insight about key issues and trends affecting customer experience and examines their latest financial results. It includes customer satisfaction results for 13 sectors and 272 organisations and organisation types, and examines how customer attitudes and buying behaviours are influenced by perceptions about business practices and reputation.