Skip to content

UKCSI Automotive Sector – January 2023


The Automotive sector’s overall UKCSI score of 80.1 is 0.6 points below January 2022, but 2.4 points higher than the UK all-sector average.

UKCSI Sector Results:

  • The sector’s average Net Promoter Score is 33.0, down by 1.7 points compared to a year ago, but 7.4 points higher than the UK all-sector average
  • 7% of Automotive customer experiences recorded in the UKCSI were in person, similar to a year ago but 9.8 percentage points lower than in January 2020, the last UKCSI to be published before the Covid-19 pandemic
  • The highest rated organisations for customer satisfaction in the sector are Suzuki, Kia and Hyundai. Suzuki is also the joint 8th highest rated overall in the January 2023 UKCSI, alongside M & S (Retail Non-food)
  • More friendly/helpful staff is the top issue that organisations in the Automotive sector should improve

? Download the full report

Certain member levels receive a discount on this item. Take a look at our Membership options. If you are already a member, please access your member dashboard.


The UKCSI is based on an online survey of over 10,000 consumers, who are representative of the UK adult population by region, age and gender. The January 2023 UKCSI comprises 45,000 responses – 3,000 from each sector – except for Transport and Utilities, which include 6,000 responses each. 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. Each customer can complete the survey for up to five different sectors.

The January 2023 UKCSI shows the state of customer satisfaction in the UK, with insight about key issues and trends affecting customer experience. It includes customer satisfaction results for 13 sectors and 281 organisations and organisation types, and examines the links between evolving customer expectations, behaviours and well-being and customer satisfaction.

Back To Top