Skip to content

UKCSI Leisure Sector – July 2022


The Leisure sector’s UKCSI of 81.8 is up by 1.1 points compared to July 2021.


  • 9% of customer experiences recorded for the sector were in person, up by 10.6 percentage points compared to a year ago.
  • Your local independent coffee shop and your local restaurant / takeaway are the highest rated organisation types, with average UKCSI scores of 88.4 and 86.2, respectively.
  • Netflix (84.3), followed by Amazon Prime Video (84.0) and Greggs (84.0) are the highest rated named organisations in the Leisure sector.
  • Cineworld (81.2) and Vue Cinema (77.6) have received a UKCSI for the first time since January 2021, reflecting the return of customers to cinemas.


Your local restaurant / takeaway has the highest NPS, followed by your local independent coffee shop and Greggs.

? Download the full report

Certain member levels receive a discount on this item. Take a look at our Membership options. If you are already a member, please access your member dashboard.


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 2022 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 July 2022 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 279 organisations and organisation types and examines the links between evolving customer expectations, behaviours and well-being and customer satisfaction. We also assess the latest evidence about customer satisfaction and business performance in the Retail (Food) and Banking sectors.

You may also like…

Back To Top