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UKCSI Insurance Sector – July 2023


The Insurance sector’s overall UKCSI is 78.7, 2.1 points lower than July 2022 but 2.1 points above the UK all-sector average.

UKCSI Sector Results:

  • 1st Central, LV=, SAGA Insurance and AA Insurance are the highest rated organisations for customer satisfaction
  • AA Insurance has the highest NPS, followed by 1st Central, Nationwide Insurance and Halifax
  • Website navigation is the top issue that organisations in the Insurance sector should improve

Download the full report:

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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 July 2023 UKCSI comprises 52,000 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. Each customer can complete the survey for up to five different sectors.

The July 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 270 organisations and organisation types, and examines the links between evolving customer expectations, behaviours and well-being and customer satisfaction.

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