UKCSI: The state of customer satisfaction in the UK – January 2018
The July 2018 UK Customer Satisfaction Index (UKCSI), a national benchmark of customer satisfaction
based on 45,000 customer responses across 13 sectors
An analysis of organisations’ customer satisfaction and financial performance between 2008 and 2016 across nine sectors shows the value of consistency in customer service performance. Organisations that maintain higher customer satisfaction than their sector average, have achieved stronger turnover growth, profit and employee productivity than those whose customer satisfaction is below the sector average.