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UKCSI Insurance Sector – July 2024


Customer satisfaction in the Insurance sector is 77.5 (out of 100), a drop of 1.2 points compared to July 2023 but 1.7 points above the UK all-sector average of 75.8.

  • Customer satisfaction has fallen for experiences relating to motor, travel and pet insurance
  • The number of customers experiencing a problem with an organisation has increased and satisfaction with complaint handling has declined
  • In each of the leading channels, average customer satisfaction is lower than in July 2023 but higher than the corresponding UK average
  • 26 Insurance organisations have received a score in the July 2024 UKCSI, Nationwide Insurance is the highest rated for customer satisfaction
  • Website navigation is the top issue that the Insurance organisations should improve

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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 July 2024 UKCSI comprises 59,500 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 July 2024 UKCSI shows the state of customer satisfaction in the UK, with insight about key issues and trends affecting customer experience and examines their latest financial results. It includes customer satisfaction results for 13 sectors and 282 organisations and organisation types, and examines how customer attitudes and buying behaviour are influenced by perceptions about business practices and reputation.

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