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UKCSI – The state of customer satisfaction in the UK – July 2021


In this UKCSI, we assess how customer experience, behaviours and preferences have changed during the COVID-19 pandemic. The research includes key learnings and implications for organisations.

Key findings include:

  • The July 2021 UK Customer Satisfaction Index (UKCSI) is 77.4 (out of 100), 0.4 points higher than in July 2020
  • 14.9% of customers experienced a problem with an organisation, the highest rate since 2009. But satisfaction with complaint handling it at its highest ever level
  • For the first time, 50% of the customer experiences recorded in the UKCSI were digital
  • The Public Services (National), Retail (Non-food) and Telecommunications and Media sectors have each improved by at least 1 point but Public Services (Local) has declined by more than 1 point
  • 272 organisations or organisation types received a UKCSI score.
  • first direct, John Lewis and are the highest rated organisations

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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 2021 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.

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