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UKCSI Transport Sector – January 2023


The Transport sector’s UKCSI of 74.1 is 1 point lower than January 2022, and 3.6 points below the UK all-sector average.

UKCSI Sector Results:

  • Despite the sector’s fall in customer satisfaction, average satisfaction with Transport organisations is 2.9 points higher than it was in January 2020, the last UKCSI published before the Covid-19 pandemic
  • In the most recent data collected for the UKCSI, there are signs that customer satisfaction in the sector is under growing pressure
  • The highest-rated organisations in the sector are Jet2, Merseyrail and London North Eastern Railway
  • Reliability of the service is the top issue that organisations in the Transport 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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