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UKCSI Retail (Food) Sector – July 2024


The average customer satisfaction in the Retail (Food) sector is 79.4 (out of 100), almost the same as in July 2023 (79.5) and 3.6 points above the UK all-sector average of 75.8.

  • Customer satisfaction in the Retail (Food) sector is 2.3 points below its recent highpoint of 81.7 in July 2022
  • Most UKCSI experiences in the sector are in person but the number of email experiences has increased
  • 11 organisations have received a UKCSI score. Waitrose is the highest rated for customer satisfaction
  • 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 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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