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UKCSI Transport Sector – July 2022


The Transport sector’s UKCSI of 75.8 is up by 4.3 points compared to July 2021 but just 0.7 points higher than in January 2022.


• Satisfaction with complaint handling has improved and is higher than the UK all-sector average
• 26.3% of customers experienced a problem with an organisation. This is the highest level of problems ever recorded for the sector, up by 6.1 percentage points compared to July 2021
• Consistent with the increased rate of problems, the average level of customer effort rose by 0.5 points to 5.9 (out of 10) and is the highest of any sector
• The highest rated organisations are Merseyrail (83.6), Jet 2 (83.2) and Virgin Atlantic (82.1).


Merseyrail has the highest NPS, followed by Eurotunnel and Virgin Atlantic.

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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 July 2022 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 July 2022 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 279 organisations and organisation types and examines the links between evolving customer expectations, behaviours and well-being and customer satisfaction. We also assess the latest evidence about customer satisfaction and business performance in the Retail (Food) and Banking sectors.

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