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UKCSI Leisure Sector – July 2024


Overall customer satisfaction with Leisure organisations in the July 2024 UKCSI is 79.0 (out of 100), down by 1 point compared to July 2023.

  • Average satisfaction is lower than in July 2023 for experiences with both Quick Service Restaurants and Entertainment
  • The number of customers experiencing a problem has increased but satisfaction with complaint handling has fallen slightly
  • 25 Leisure organisations or organisation types have received a UKCSI score. Greggs is the highest rated named organisation for customer satisfaction
  • More friendly/helpful staff is the top issue that organisations in the Leisure sector should improve

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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 behaviour are influenced by perceptions about business practices and reputation.

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