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UKCSI Public Services (Local) Sector – January 2023


The Public Services (Local) sector’s overall UKCSI of 72.2 is 1.2 points lower than January 2022 and 5.5 points below the UK all-sector average.

UKCSI Sector Results:

  • Public Services (Local) is rated 12th of the 13 UKCSI sectors, 0.5 points higher than Utilities, the lowest rated sector, and 2.9 points below the Public Services (National) sector
  • The proportion of in person customer experiences is more than a year ago but less than it was before the Covid-19 pandemic
  • The highest-rated organisation types are your local Library, your local Ambulance Service and your local Fire Service
  • Making it easier to contact the right person to help is the top issue that organisations in the Public Services (Local) sector should improve

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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 January 2023 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 January 2023 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 281 organisations and organisation types, and examines the links between evolving customer expectations, behaviours and well-being and customer satisfaction.

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