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UKCSI – The state of customer satisfaction in the UK – January 2023

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The UK Customer Satisfaction Index (UKCSI) is a national benchmark of customer satisfaction covering 13 sectors and based on 45,000 customer responses.

  • The January 2023 UK Customer Satisfaction Index (UKCSI) is 77.7 (out of 100), a decline of 0.7 points compared to July 2022 and January 2022
  • More organisations have declined (63) than improved (37) by at least 2 points compared to January 2022
  • 5 sectors have dropped by at least 1 point
  • 5% of customers experienced a problem with an organisation, around the same level as a year ago but 2.9 percentage points more than in January 2020, the last UKCSI published before the Covid pandemic
  • The improvement in satisfaction with complaint handling has stalled
  • Financial well-being is complex and polarised: 15% of people describe their financial well-being as poor or very poor but 46% say it is very good or good
  • The UKCSI highlights the capabilities organisations need to develop for sustainable, long-term performance as well as addressing immediate challenges of operational performance and resourcing

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Description

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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