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UKCSI Public Services (Local) Sector – July 2023


The Public Services (Local) sector’s overall UKCSI of 71.3 is 1 point lower than July 2022 and 5.3 points below the UK all-sector average.

UKCSI Sector Results:

  • Library, your local Fire Service and your local Ambulance Service are the highest rated organisation types for customer satisfaction.    
  • Library has the highest NPS, followed by your local Council via a recycling centre and your local Fire Service 

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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 July 2023 UKCSI comprises 52,000 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. Each customer can complete the survey for up to five different sectors.

The July 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 270 organisations and organisation types, and examines the links between evolving customer expectations, behaviours and well-being and customer satisfaction.

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