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UKCSI Banks & Building Societies Sector – January 2024


The Banks & Building Societies sector’s UKCSI of 79.4 is 0.9 point lower than January 2023 but 3.4 points above the UK all-sector average.  

UKCSI Sector Results:

  • first direct, Nationwide and Starling Bank are the highest rated organisations for customer satisfaction.  
  • first direct has the highest NPS, followed by Starling Bank and Monzo Bank. 

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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 2024 UKCSI comprises 59,250 customer experiences collected over during the past 9 months. 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 2024 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 287 organisations and organisation types, and examines the links between evolving customer expectations, behaviours and well-being and customer satisfaction.

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