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UKCSI Retail (Non-food) Sector – July 2024


The average customer satisfaction in the Retail (Non-food) sector is 80.4 (out of 100), down slightly, by 0.4 points, compared to July 2023 but it remains the highest performing out of 13 UKCSI sectors.

  • 12.1% of customers experienced a problem with an organisation, the same level as in July 2023
  • Most experiences are in person or via an organisation’s website, but the number of email interactions has increased
  • 26 organisations in the Retail (Non-food) sector have received a UKCSI score. John Lewis is the highest rated for customer satisfaction
  • Better website navigation and making it easier to contact the right person to help are the joint top issues that organisations in the Retail (Non- 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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