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UKCSI Services Sector – July 2022


The Services sector’s overall UKCSI of 76.7 is almost the same level as a year ago (76.6) and slightly lower than in January 2022 (77.4).


• The number of customers experiencing a problem with an organisation is at its highest ever level
• Average satisfaction for experiences conducted via an organisation’s website is 5 points below the UK all-sector average
• Timpson (86.4), Green Flag (84.6) and Halfords autocentre (82.0) are the highest rated named organisations in the sector. Timpson and Green Flag are amongst the top 20 organisations across the overall UKCSI.


Timpson has the highest NPS, followed by your local tradesman and Green Flag.

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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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