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UKCSI Public Services (Local) Sector – July 2024


The average customer satisfaction in the Public Services (Local) sector is 70.3 (out of 100), a fall of 1 point compared to July 2023 and 5.5 points below the UK all-sector average of 75.8

  • Customer satisfaction in this sector is influenced by a relatively high number of customers experiencing problems and a relatively low rate of right first time experiences
  • The range and types of interactions between customers and organisations in the Public Services (Local) sector highlights the importance of ease of contact, design of customer journeys and equipping employees with the skills, knowledge and behaviours to deal with complex and varied issues

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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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