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UKCSI Insurance Sector – January 2023


The Insurance sector’s overall UKCSI of 80.0 is 0.5 points lower than January 2022 but 2.3 points above the UK all-sector average.

UKCSI Sector Results:

  • Insurance is rated higher than the UK all-sector average on each of the 26 UKCSI measures
  • 85.6% of customer experiences were rated as right first time, up by 1.6 percentage points compared to a year ago and more than in any other sector except for Retail (Food)
  • The highest rated organisations for customer satisfaction in the sector are AA Insurance, SAGA Insurance, Nationwide Insurance and Co-op Insurance
  • Website navigation is the top issue that organisations in the Insurance 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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