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UKCSI – The state of customer satisfaction in the UK – July 2024


The July 2024 UKCSI is 75.8 (out of 100), a slight drop of 0.8 points compared to July 2023, but 2.6 points below its highpoint of 78.4 in July 2022.

  • 6 of the 13 UKCSI sectors have fallen by at least 1 point compared to July 2023
  • 27 organisations have improved by at least 2 points compared to July 2023 but 80 organisations have dropped by 2 points or more
  • Timpson (86.0), Nationwide (85.2) and John Lewis (85.0) are the highest rated organisations in the July 2024 UKCSI
  • 45% of customers say that whether or not an organisation does the right thing, in its business practices or its impact on society, has influenced their satisfaction
  • 62% of customers believe that bad practices or behaviour by a company will damage its long-term reputation and that an entire sector can be tarnished by the actions of one or a small number of companies
  • 56% of customers say their satisfaction with an organisation has been influenced by whether they felt it understood and cared for their personal situation and needs

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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 behaviours are influenced by perceptions about business practices and reputation.

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