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UKCSI Utilities Sector – January 2023


The Utilities sector’s UKCSI of 71.7 is 2.8 points lower than January 2022 and 6 points below the UK all-sector average. It has the lowest average satisfaction rating of the 13 UKCSI sectors, and is at its lowest point since July 2015.

UKCSI Sector Results:

  • The average satisfaction with Energy companies is 70.3, a decline of 3.8 points compared to a year ago. The biggest fall is for pricing, down 0.9 points to 6.0 (out of 10) and 1.6 points lower than the UK all-sector average
  • The average satisfaction with Water companies fell by 1.1 point to 74.8
  • The highest-rated organisations for customer satisfaction in the sector are UK Power Networks, Northern Powergrid and Wessex Water
  • 5 of the 6 main Distribution Network Operators have received a score in the January 2023 UKCSI
  • Making it easier to contact the right person to help is the top issue that organisations in the Utilities 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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