UKCSI: The state of customer satisfaction in the UK – January 2019

A national measure of customer satisfaction in the UK, based on 30 measures of the customer experience across 259 organisations.

UKCSI: The state of customer satisfaction in the UK – January 2019

A barometer of customer satisfaction in the UK since 2008. The latest UKCSI comprises 45,000 responses across 13 sectors, and provides you with a strategic overview of the UK’s performance as a whole and for individual sectors and key organisations.

Last updated: February 2019

Format: PDF



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, this report includes index scores for five distinct dimensions of the customer experience: Experience, Complaints, Customer Ethos, Emotional Connection and Ethics.

Sector reports are available to purchase here.