UK CSI Executive Summary - January 2016

Customer satisfaction on the rise as organisations respond to changing consumer demands - the latest UK Customer Satisfaction Index provides all the details you need to know.

UK CSI Executive Summary - January 2016

Current levels of customer satisfaction in the UK

Last updated: July 2016

Format: PDF

Based on the views of 10,000 UK consumers, the UK Customer Satisfaction Index (UKCSI) reveals the first significant boost in customer satisfaction since 2012 - rising by 0.8 points to 77 (out of 100) but it is still some way off the 2013 peak of 78.2.

This year’s focus on customer priorities reveals that staff attitude and behaviour is much more important to customers now than five years ago.  The condition of delivered goods and speed of response in writing still matter, but to a lesser degree than in previous years. 

The respondents are representative of the UK adult population, according to region, age and gender. UKCSI survey focuses on customers’ actual experiences of organisations.