UKCSI Utilities Sector Report - January 2017

A national measure of customer satisfaction in the Utilities sector. It measures over 30 measures of the customer experience in 24 organisations.

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UKCSI Utilities Sector Report - January 2017

Drawing its data from 6,500 individual customer experiences, the latest UKCSI Utilities Sector Report provides you with a strategic overview of the sector’s performance in the UK as a whole and for individual organisations within the sector.

Last updated: July 2017

Format: PDF

Price: £1,350.00 (excluding VAT)

The latest UKCSI shows that customer satisfaction for the utilities sector continues to improve, making it the most improved sector compared to a year ago.  Customer satisfaction is slightly higher among water organisations compared to energy organisations. The sector has historically scored below the UK average but the gap is closing.

In this UKCSI the number of responses for the Utilities sector has increased from 3,000 to 6,500, in order to gather more responses covering organisations with a primarily regional focus. As a result, 24 organisations appear in this report, compared to 17 organisations in January 2016. 12 utilities sector organisations have improved by one point or more since January 2016. OVO Energy is the best performer in the sector. South West Water is the most improved organisation in the sector and features in the top 5 most improved organisations in the overall January 2017 UKCSI.

In addition, the report examines the attributes of the customer experience most important to customers in the sector and how this compares to customer satisfaction for these measures. It contains benchmarking of sector and national results on key complaints measures, evaluates channel usage and satisfaction, explains the importance of organisations getting it right first time, and analyses overall customer satisfaction against reputation, customer effort, trust, loyalty and NPS.

The report also gives an indication about what organisations in the sector should do to improve their customers’ experience.