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UKCSI Services Sector – January 2023


The Services sector’s overall UKCSI of 76.3 is 1.1 point lower than January 2022, and 1.4 points below the UK all-sector average.

UKCSI Sector Results:

  • This is the sector’s lowest ever average level of customer satisfaction, 5.7 points below its highpoint of 82.0 in January 2013
  • Services is at least 0.7 points (out of 10) below the all-sector average for each of the complaint handling measures
  • Average satisfaction for website experiences is 5 points below the UK all-sector average
  • Timpson, Green Flag and Halfords autocentre are the highest-rated named organisations in the sector
  • Making it easier to contact the right person to help is the top issue that organisations in the Services sector should improve

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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 2023 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 January 2023 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 281 organisations and organisation types, and examines the links between evolving customer expectations, behaviours and well-being and customer satisfaction.

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