UK Customer Satisfaction Index


The UK Customer Satisfaction Index (UKCSI) gives a unique insight into the quality of customer service in your sector. So you can see who's leading the pack, and how you measure up.

The UKCSI is the national measure of customer satisfaction. It gives a unique insight into the quality of customer service in the UK as a whole and 13 sectors of the economy. It is based on a six-monthly online survey of consumers which is demographically representative of the UK population.


The state of customer satisfaction in the UK (July 2019) report is free to download here.


Sector reports are available to purchase here. 

View a sample report here.


About UKCSI

About UKCSI

To create the UKCSI, The Institute of Customer Service runs an online survey of consumers twice a year. Respondents are representative of the UK adult population by region, age and gender.

It is a national measure of customer satisfaction providing insight into the state  of customer satisfaction in the UK, across 13 key sectors.  Launched in 2008, it provides a unique way of measuring the current customer satisfaction of UK customers, as well as trends over time. 

Respondents are asked to rate their experience of individual organisations they have dealt with in the previous three months, using a scale of 1 – 10, on a series of metrics covering professionalism, quality and efficiency, ease of doing business, timeliness, problem solving and complaint handling as well as attitudes towards trust and reputation. The metrics reflect the priorities customers have identified as the most important attributes of customer experience according to The Institute of Customer Service’s research. Overall scores for each sector are the mean averages of all responses for that sector. The UKCSI score for each organisation is the average of all of its customers’ satisfaction scores. These scores are multiplied by ten so that the index scores are expressed as a number out of 100. 

The July 2019 UKCSI results are based on 45,000 survey responses, 3,000 from each sector except for Transport and Utilities which includes 6,000 responses each. Each response is a completed online questionnaire relating to a customer’s experience with a specific organisation. These responses are provided by over 10,000 individual customers. 

Latest results

Key findings

  • The UKCSI is 77.1, 0.8 points lower than in July 2018. This is the fourth successive fall in customer satisfaction 
  • The number of customers who experienced a problem with an organisation has increased by 1.5 percentage points, to 14.3%, its highest ever level 
  • There has been a sharp increase in the number of organisations whose customer satisfaction has fallen by at least 2 points 
  • Utilities has seen the biggest decline in customer satisfaction compared to July 2018, by 2.6 points
  • Almost one in four customers (24%) have been directly influenced by a recommendation from a friend or family about the decision to use an organisation

Download the July 2019 state of the UK nation report

Purchase a July 2019 sector report

Sector reports

The sector reports examine the attributes of the customer experience most important to customers in the sector and how this compares to customer satisfaction for these measures. They contain benchmarking of sector and national results on key complaints measures such as the type of complaints, channel used when making a complaint, the reactions encountered by customers when making a complaint and the time taken to resolve complaints.

There are 13 industry sector reports available. Each allow you to:

benchmark customer satisfaction performance against other organisations in the sector on over 30 customer experience metrics
- analyse overall customer satisfaction, NPS, customer effort, trust, reputation
- link customer satisfaction to future buying behaviours, including consumers likelihood to repurchase, remain a customer and recommend
- identify what differentiates the highest and lowest performing organisations in each sector
- understand the latest evidence about drivers of complaints and satisfaction with complaint handling
- compare findings with your own customer surveys, business benchmarking surveys or voice of the customer analysis
- identify key areas of focus, create improvement plans and set measures.

Sector-specific insight including satisfaction by sub-sector measures and product/service types in the Banks & Building Societies, Leisure, Retail (Food), Retail (Non-food), Telecommunications & Media, Tourism, Transport and Utilities sectors.

Each sector report includes key findings and recommendations to improve customer service in the sector.

Want to see what a sector report contains?  View a sample report here.

UKCSI sector resource pack exclusive to members
Institute organisational members can now access a UKCSI sector resource pack containing much of the data in the sector report and unpublished research and insight for the sector. The resource pack includes key sector and organisational measures, new data including sector satisfaction by age, gender and region and a word cloud summarising how customers have described their experiences with organisations, in a Microsoft Excel spreadsheet format. To obtain this pack, contact your Client Relationship Director or email us at [email protected]

New as at 2019
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.

UKCSI sector report membership benefits
Council and Discovery Roadmap members of the Institute receive a UKCSI sector report free of charge; and Trusted Advisory Network members now receive two UKCSI sector reports free of charge, as a membership benefit. Please contact your Client Relationship Director or contact us for your sector report.


Reports are available for the following sectors:
Automotive
Banks and Building Societies
Insurance
Leisure
Public Services (Local)
Public Services (National)
Retail (Food)
Retail (Non-food)
Services
Telecommunications and Media
Transport
Tourism
Utilities

Want to see what a sector report contains? View a sample report for free here.

We also carry out bespoke research for organisations across all sectors. To find out how we can provide insight to support your customer service strategy please contact us.

Featured top 10 organisation: LV=

See what the UKCSI and membership of The Institute means to LV=

UKCSI organisations

UKCSI organisations

The July 2019 UKCSI covers 254 individual organisations and organisation types.  

Customer satisfaction scores for organisations can be found in the UKCSI sector reports.


Automotive:

Audi, BMW, Citroen, Dacia, Fiat, Ford, Honda, Hyundai, Jaguar, Kia, Land Rover, Mazda, Mercedes-Benz, Mini, Nissan, Peugeot, Renault, Seat, Škoda UK, Suzuki, Toyota, Vauxhall, Volkswagen, Volvo.


Banks & Building Societies:

Bank of Scotland, Barclays, first direct, Halifax, HSBC, Lloyds, M & S, Nationwide, NatWest, RBS, Sainsbury's, Santander, Tesco, The Co-operative Bank, TSB.


Insurance:

AA Insurance, Admiral, Aviva, AXA, Churchill, Co-op Insurance, Direct Line, Esure, Halifax, Hastings Direct Insurance, Legal and General, Lloyds, LV=, M & S (insurance), More Than, Nationwide Insurance, Privilege, Prudential, RAC, SAGA Insurance, Sainsbury's, Swinton, Tesco, Zurich.


Leisure:

Burger King, Caffe Nero, Cineworld, Costa Coffee, Domino's Pizza, Frankie and Bennys, Greggs, Harvester, JD Wetherspoon, KFC, McDonalds, Nando's, Netflix, Odeon, Pizza Express, Pizza Hut, Pret A Manger, Spotify, Starbucks, Subway, Toby Carvery, Vue Cinema, your local restaurant/takeaway.


Public Services (Local):

GP surgery / health centre, Library, your Housing Association, your local Ambulance Service, your local Council, your local Fire Service, your local Police Service.


Public Services (National):

Disclosure and Barring Service, (formerly Criminal Records Bureau (CRB)), DVLA, Highways England, HM Passport Office, HMRC (Inland Revenue), Jobcentre Plus, NHS / hospital service, Post Office, The university I attend.


Retail (Food):

Aldi, ASDA, Co-op Food, Iceland, Lidl, M & S (food), Morrisons, Ocado, Sainsbury's, Tesco, Waitrose.


Retail (Non-food):

Amazon.co.uk, Apple, Argos, B&Q, Boots UK, Currys/PC World, Debenhams, Ebay, H&M, Holland & Barrett, Home Bargains, Ikea, John Lewis, M & S, Matalan, New Look, Next, Pets at Home, Poundland, Primark, Specsavers, Sports Direct, Superdrug, TK Maxx, Wilko.


Services:

AA, Autoglass, Avis, British Gas Home Services, DHL, DPD, Enterprise Rent-A-Car, Green Flag, Halfords autocentre, Hermes, Homeserve, Kwik Fit, RAC, Royal Mail / Parcelforce, Timpson, TNT, Uber, Western Union, Yodel, your local solicitor, your local tradesman e.g. builder, electrician, painter & decorator, plumber.


Telecommunications & Media:

BT, EE (including T-Mobile or Orange), giffgaff, O2, Plusnet, Sky, Sky Mobile, TalkTalk, Tesco Mobile, Three, Virgin Media, Virgin Mobile, Vodafone.


Tourism:

booking.com, Butlins, Center Parcs, Expedia, Haven Holidays, Hilton, Holiday Inn, Hoseasons, Jet2holidays.com, Lastminute.com, Marriott, P&O Cruises, Premier Inn, SAGA Holidays, Thomas Cook, Thomson Holidays, Travelodge, Trivago, Virgin Holidays.


Transport:

Abellio Scot Rail, Arriva - Bus group, British Airways, Brittany Ferries, CrossCountry, East Midlands Trains, EasyJet, Eurotunnel, First Group - bus companies, Flybe, Gatwick Express, Great Northern, Great Western Railway, Greater Anglia, Heathrow Express, Jet2, London North Eastern Railway, London Northwestern Railway, London Underground, National Express, Northern, P&O Ferries, Ryanair, South Western Railway, Southeastern (train operating company), Southern Railway, Stagecoach (Bus), Thameslink, The Trainline.com, Thomson Airways, TransPennine Express, Virgin Atlantic, Virgin Trains.


Utilities:

Affinity Water, Anglian Water, Bristol Water, British Gas, Dwr Cymru (Welsh Water), E.ON (energy), EDF Energy, Essex and Suffolk Water, First Utility, M & S Energy, Northern Ireland Water, Northumbrian Water, npower, OVO Energy, Power NI, Scottish and Southern Energy (SSE), Scottish Gas, Scottish Power, Scottish Water, Severn Trent Water, South East Water, South West Water, Southern Water, Thames Water, The Co-operative Energy, UK Power Networks, United Utilities (water), Utility Warehouse, Wessex Water, Yorkshire Water.


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