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UKCSI Retail (Non-food) Sector – July 2022


The sector’s overall UKCSI of 81.9 is up by 0.7 points compared to July 2021.


• Retail (Non-food) is the highest rated of the 13 UKCSI sectors with an average level of satisfaction that is 3.5 points above the UK all-sector average
• The number of customers experiencing a problem with an organisation is at its highest ever level
• The number of in person experiences has increased compared to a year ago. 43% of customer experiences recorded for this sector were in person, up by 8.5 percentage points compared to a year ago
• John Lewis (86.3), M & S (85.9) and Apple (85.4) are the highest rated organisations in the sector.


Pets at Home has the highest NPS, followed by Costco and M&S.

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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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