Last updated: February 2019
The UKCSI provides an objective, independent perspective of the state of customer satisfaction in the UK, enabling organisations to assess their performance compared to others in their sector, and with some of the UK’s leading service organisations across a range of sectors.
The questions in the UKCSI are based on customers’ priorities – the attributes of customer experience with organisations that are rated as most important by customers. The Institute conducted recent research into customers’ priorities to ensure that the UKCSI remains a relevant and essential benchmark. The output of this research is new insight into both customers’ stated priorities, as well as “softer” factors which may not necessarily have a high stated importance, but nevertheless show a strong relationship with customer satisfaction.
As well as reporting an overall index score based on customers’ responses across the full range of measures, each sector report includes index scores for five distinct dimensions of the customer experience: Experience, Complaints, Customer Ethos, Emotional Connection and Ethics.