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UKCSI Retail (Food) Sector – July 2022


The Retail (Food) sector’s UKCSI of 81.7 is up by 1.3 points compared to July 2021. This is the highest level of customer satisfaction in the sector since the January 2013 UKCSI, when it was 82.1


• The number of problems concerned with availability of goods / services is the highest
of any sector
• Customer satisfaction with website experiences is the highest of any sector
• Ocado is the highest rated named organisation with a score of 86.5, up by 6.1 points
compared to July 2021. Waitrose (85.6) and M&S (food) (85.1) are the second and third
highest rated organisations in this UKCSI.


Your local farmers’ market/farm shop has the highest NPS, followed by Aldi and Waitrose.

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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 July 2022 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 July 2022 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 279 organisations and organisation types and examines the links between evolving customer expectations, behaviours and well-being and customer satisfaction. We also assess the latest evidence about customer satisfaction and business performance in the Retail (Food) and Banking sectors.

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