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UKCSI Utilities Sector – July 2024


Average customer satisfaction with Utilities organisations is 69.8 (out of 100), a slight increase of 0.3 points compared to July 2023.

  • Satisfaction for energy companies has risen year on year by 1.9 points to 69.8
  • Customer satisfaction with water companies of 69.5 is 3.1 points lower than in July 2023
  • Fewer customers experienced a problem with a Utilities organisation compared to a year ago
  • 30 organisations have received a UKCSI score. The highest rated organisations are UK Power Networks, Octopus Energy and Scottish Water
  • 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 15,000 consumers, who are representative of the UK adult population by region, age and gender. The July 2024 UKCSI comprises 59,500 customer experiences collected over during the past 9 months. 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.

The July 2024 UKCSI shows the state of customer satisfaction in the UK, with insight about key issues and trends affecting customer experience and examines their latest financial results. It includes customer satisfaction results for 13 sectors and 282 organisations and organisation types, and examines how customer attitudes and buying behaviour are influenced by perceptions about business practices and reputation.

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