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UKCSI Public Services (National) Sector – July 2024


Average customer satisfaction in the Public Services (National) sector is 73.3 (out of 100), down by 1 point compared to July 2023 and 2.5 points below the UK all-sector average of 75.8

  • Each of the four complaint handling measures has improved slightly compared to a year ago but is below the UK all-sector average
  • Average satisfaction for over the phone experiences is the lowest of any UKCSI sector
  • 13 organisations or organisation types have received a UKCSI score. NS&I (National Savings and Investments) is the highest rated for customer satisfaction
  • 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 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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