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UKCSI Telecommunications & Media Sector – July 2022


The Telecommunications & Media sector’s overall UKCSI is 76.6, up by 1.4 points compared to July 2021.


• The biggest improvements are for satisfaction with complaint handling: all 4 complaint handling measures are at least 0.4 points higher than in July 2021
• The number of customers experiencing a problem with an organisation is at its highest level since 2016
• Tesco Mobile (86.1), Sky Mobile (82.1) and giffgaff (81.9) are the highest rated organisations


Tesco Mobile has the highest NPS, followed by Sky Mobile and Giffgaff.

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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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