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UKCSI Banks & Building Societies Sector – January 2023


The Banks & Building Societies sector’s UKCSI is 80.3, just 0.1 point higher than January 2022, the same as July 2022 and 2.6 points above the UK all-sector average.

UKCSI Sector Results:

  • The Banks and Building Societies sector is rated higher than the UK all-sector average on each of the 26 measures that make up the UKCSI
  • 4% of customer experiences were conducted in person, similar to a year ago (26.1%) but 14 percentage points lower than January 2020, the last UKCSI to be published before the Covid-19 pandemic
  • The highest rated organisations for customer satisfaction in the sector are First Direct, Starling Bank and The Co-operative Bank. first direct is the highest rated organisation overall in the January 2023 UKCSI
  • Making it easier to contact the right person to help is the top issue that organisations in the Banks and Building Societies sector should improve

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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.

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