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UKCSI Retail (Non-food) Sector – January 2024


The sector’s overall UKCSI of 80.4 is 1.3 points lower than January 2023 but 4.4 points above the UK all-sector average 

UKCSI Sector Results:

  • John Lewis is the highest rated organisation for customer satisfaction in the sector, followed by Costco, Holland & Barrett and   
  • John Lewis has the highest NPS, followed by Costco, Home Bargains and 

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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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