UKCSI – The state of customer satisfaction in the UK – July 2025
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The July 2025 UKCSI is 77.3 (out of 100), up by 1.5 points compared to July 2024. This is the highest UKCSI score
since January 2023 (when the index was 77.7):
- All 13 sectors have higher customer satisfaction than a year ago
- The Public Services (Local), Services and Transport sectors have improved by more than 2 points
- More experiences were right first time and fewer customers had a bad experience or problem
- More customers feel that the organisation they dealt with demonstrated genuine care and understood and responded to their personal needs and situation
- 26% of customers said they needed to use more than one channel to achieve their objective when interacting with an organisation
- Just 25% of people think that organisations are doing enough to protect customers’ personal data and prevent cyber attacks
- 44% of customers have felt frustrated when navigating organisations’ security protocols or systems
Access the report here:
Description
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 2025 UKCSI comprises 59,500 customer experiences and each UKCSI incorporates two sets of data to create a rolling measure of customer satisfaction. The July 2025 UKCSI includes responses from surveys conducted between 12 August to 16 September 2024 and 10 March to 11 April 2025. 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 2025 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 267 organisations and organisation types, and examines how customer attitudes and buying behaviours are influenced by perceptions about business practices and reputation.