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UKCSI Public Services (National) Sector – January 2023


The Public Services (National) sector’s UKCSI of 75.1 is 1.8 points lower than January 2022, and 2.6 points below the UK all-sector average.

UKCSI Sector Results:

  • Public Services (National) is rated 10th of the 13 UKCSI sectors, ahead of Transport, Public Services (Local) and Utilities
  • The biggest gaps in satisfaction between the Public Services (National) sector and the UK all-sector average relate to speed of service
  • National Highways, Post Office and the Disclosure and Barring Service are the highest rated organisations in the sector
  • Making it easier to contact the right person to help is the top issue that organisations in the Public Services (National) 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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