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UKCSI Retail (Food) Sector – January 2023


The Retail (Food) sector’s UKCSI of 80.5 is 0.5 points lower than January 2022, but is 2.8 points above the UK all-sector average.

UKCSI Sector Results:

  • Despite the apparent stability of the headline sector score, there are signs that customer satisfaction is under pressure
  • More customer experiences recorded in the UKCSI were conducted in person compared to a year ago, but the proportion of digital experiences is greater than it was before the Covid-19 pandemic
  • M&S (food) is the highest-rated organisation, with a score of 85.2 (out of 100). Waitrose and Ocado are the joint second highest named organisations
  • Availability of products/services is the top issue that organisations in the Retail (Food) 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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