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UKCSI – The state of customer satisfaction in the UK – July 2020


A national measure of customer satisfaction in the UK, based on over 25 measures of the customer experience across 271 organisations or organisational types.

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A barometer of customer satisfaction in the UK since 2008. The latest UKCSI comprises 45,000 responses across 13 sectors, and provides you with a strategic overview of the UK’s performance as a whole and for individual sectors and key organisations.

The UKCSI provides an objective, independent perspective of the state of customer satisfaction in the UK, enabling organisations to assess their performance compared to others in their sector, and with some of the UK’s leading service organisations across a range of sectors.

Here are the key findings:

  • The July 2020 UKCSI is 77.0 (out of 100), 0.1 points lower than a year ago and 1.2 points below the highpoint recorded in July 2017
  • Customer satisfaction with Public Services has improved but with the Tourism sector it has fallen
  • The highest rated organisations for customer satisfaction are John Lewis, Nationwide and first direct
  • In the context of the COVID-19 crisis customers believe that protecting employees and vulnerable customers should be top priorities for organisations
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