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UKCSI: The state of customer satisfaction in the UK – January 2017

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UK Customer Satisfaction Index (UKCSI) is a national measure of customer satisfaction. It measures over 30 measures of the customer experience in 13 sectors for over 200 organisations.

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Drawing its data from 42,500 individual customer experiences, the latest UKCSI provides you with a strategic overview of the UK as a whole.

“This is the first UKCSI to include survey data collected since the Brexit referendum. Customer satisfaction has continued to improve, suggesting that many organisations are performing better on some of the essential elements of customer service, especially in getting things right first time and dealing with problems and complaints.” – Jo Causon, CEO, The Institute of Customer Service.

The latest UKCSI shows that customer satisfaction has risen to 77.8 and there is a wide variation of satisfaction across different types of customers, sectors and organisations. This is the fourth consecutive growth in customer satisfaction, which is at its highest point since July 2013. All 13 sectors have improved except for Automotive, which has remained flat.

Customers who express a preference for either fast, efficient service, or for proactive help and advice, even if it takes longer, tend to have higher satisfaction than those whose preference is for a balance of the two.

There has been a growth in interactions via website, webchat, apps, text but especially by email. is the top rated organisation. Also featuring among the top ten rated organisations are, John Lewis, M & S (Retail Food and Non-food), Waitrose, Nationwide, first direct, Greggs, giffgaff and Iceland. The biggest differentiators between the top 50 organisations and the other 180 organisations in the UKCSI are concerned with complaint handling and over the phone experiences. However, the gap between the top 50 and the rest has narrowed.

The report also identifies implications and opportunities for organisations to improve.

The Institute of Customer Service has been compiling the UKCSI for nine years; our purpose is to help organisations improve their customer service and business performance. To provide you with further insight we also produce 13 individual sector specific reports, which offer a greater level of detailed insight and customer service trends for each sector and individual organisations within the sector.


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