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UKCSI: The state of customer satisfaction in the UK – January 2012

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Based on a representative sample of 26,000 adults surveyed over the internet, the Institute of Customer Service presents the latest UK Customer Satisfaction Index (UKCSI) which is the national measure of customer satisfaction for UK organisations.

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Customer satisfaction remains stable for the UK as a whole. While there have been no major shifts since July 2011, there is a slight trend towards more differentiation in performance across sectors. In other words, the sectors with the highest scores have tended to improve and those with the lowest scores have decreased in satisfaction.


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