UKCSI: The state of customer satisfaction in the UK - July 2016

UK Customer Satisfaction Index (UKCSI) is a national measure of customer satisfaction. It measures over 30 measures of the customer experience in 13 sectors for over 200 organisations.

UKCSI: The state of customer satisfaction in the UK - July 2016

Drawing its data from 42,500 individual customer experiences, the latest UKCSI provides you with a strategic overview of the UK as a whole.

Last updated: January 2017

Format: PDF

The latest UKCSI shows that customer satisfaction has risen to a three-year high of 77.4 and there is a wide variation of satisfaction across different types of customers, sectors and organisations.

The climb since January has been less emphatic (just 0.4 points) suggesting that political and economic uncertainty is putting more pressure on organisations to deliver a sustainable level of service.  

What's new in July 2016?
In this UKCSI we explore:

•  Customers’ attitude toward excellent service at high prices versus no frills low cost service:  what’s changed since 2014

•  Customer satisfaction and attitudes toward organisations over the lifetime of their relationship

•  Customer satisfaction of disabled people

•  The relationship between customer satisfaction and current account switching in the banking sector

•  How the UK customer satisfaction compares to seven European countries.


The report also identifies implications and opportunities for organisations to improve.


The Institute of Customer Service has been compiling the UKCSI for eight years; our purpose is to help organisations improve their customer service and business performance. To provide you with further insight we also produce 13 individual sector specific reports, which offer a greater level of detailed insight and customer service trends for each sector and individual organisations within the sector.