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UKCSI Telecommunications & Media Sector – January 2023


The Telecommunications & Media sector’s overall UKCSI is 75.8, 0.5 points lower than January 2022 and 1.9 points below the overall UKCSI.

UKCSI Sector Results:

  • Pay as you go mobile experiences have the highest average levels of satisfaction, and landline and broadband experiences have the lowest
  • 7% of customers experienced a problem with an organisation. The leading causes of problems in this sector are quality or reliability of goods/services (cited in 47% of problems experienced by customers), staff competence and suitability of goods/services
  • Tesco Mobile, Sky Mobile and giffgaff are the highest-rated organisations in the sector
  • Making it easier to contact the right person to help is the top issue that organisations in the Telecommunications and Media 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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