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UKCSI Public Services (Local) Sector – July 2022

£1,995.00

The Public Services (Local) sector’s overall UKCSI of 72.3 has decreased by 1.4 points compared to July 2021. The sector is rated 13th of the 13 UKCSI sectors and 6.1 points below the UK all-sector average.

UKCSI

• Your GP surgery / health centre received a UKCSI score of 70.8. This is its lowest ever score and a drop of 4.6 points compared to a year ago. The relatively high number of responses for your GP surgery / health centre is therefore a significant factor in the overall drop in customer satisfaction in the Public Services (Local) sector
• The average satisfaction for in person customer experiences is 81.8 (out of 100), up 1.4 points compared to a year ago and slightly higher, by 0.3 points, than the UK all-sector average for this channel. Average satisfaction for experiences conducted over the phone, via an organisation’s website or email is lower than a year ago and is at least 8 points below the UK all-sector average for that channel.

NPS

Your local library has the highest NPS, followed by your local Fire Service and your local Ambulance Service.

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Description

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.

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