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UKCSI Utilities Sector – July 2022


The Utilities sector’s UKCSI of 74.1 is up by 0.6 points compared to July 2021 but 0.4 points lower than January 2022.


• Satisfaction with Water companies improved by 1.5 points to 76.1. Satisfaction with Energy companies is 73.2, almost the same as in July 2021 and 0.9 points lower than January 2022
• The biggest gaps between the Utilities sector and the UK all-sector average are for price/cost (0.9 points out of 10 below the average), you trust xx and xx makes you feel reassured (0.6 points below the average)
• The highest rated organisations are UK Power Networks (86.5), M & S Energy (84.1) and The Co-operative Energy (82.4).


M&S Energy has the highest NPS, followed by UK Power Networks and Northern Ireland Water.

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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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