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UKCSI Telecommunications & Media Sector – July 2024


The average customer satisfaction in the Telecommunications and Media sector is 73.3 (out of 100), down by 2.1 points compared to July 2023.

  • All four complaint handling measures are rated at least 0.5 points (out of 10) lower than in July 2023
  • The sector has the highest proportion of customer problems that are about cost across all 13 UKCSI sectors
  • Phone and website are the main channels, the number of email experiences has increased and this sector has more web chat interactions than any other
  • 14 organisations have received a UKCSI score. Tesco Mobile is the highest rated for customer satisfaction
  • 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 15,000 consumers, who are representative of the UK adult population by region, age and gender. The July 2024 UKCSI comprises 59,500 customer experiences collected over during the past 9 months. 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.

The July 2024 UKCSI shows the state of customer satisfaction in the UK, with insight about key issues and trends affecting customer experience and examines their latest financial results. It includes customer satisfaction results for 13 sectors and 282 organisations and organisation types, and examines how customer attitudes and buying behaviour are influenced by perceptions about business practices and reputation.

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