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UKCSI Retail (Food) Sector – January 2024


The Retail (Food) sector’s UKCSI of 79.5 is 2.2 points lower than July 2022 but 2.9 points above the UK all-sector average. 

UKCSI Sector Results:

  • Ocado, M&S, Waitrose and Aldi are the highest rated organisations for customer satisfaction.  Ocado is also the highest rated organisation overall in the January 2024 UKCSI.  
  • Ocado has the highest NPS, followed by Aldi, Waitrose and M&S. 

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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 January 2024 UKCSI comprises 59,250 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 January 2024 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 287 organisations and organisation types, and examines the links between evolving customer expectations, behaviours and well-being and customer satisfaction.

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