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UKCSI Retail (Non-food) Sector – January 2022


The sector’s overall UKCSI of 81.5 is 1 point higher than January 2021 and 3.1 points above the UK all-sector average.


Pets at Home is the highest rated organisation in the sector and in the January 2022 UKCSI overall.  John Lewis, M&S and are the next highest rated organisations for customer satisfaction.


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

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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 January 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.

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