UKCSI (UK Customer Satisfaction Index) is the national measure of customer satisfaction. It is based on a six-monthly online survey of consumers which is demographically representative of the UK population.
UKCSI rates customer satisfaction at national, sector and organisational level across 13 sectors of the economy – individually rating many of the leading organisations in each sector. The report provides a unique insight into current customer satisfaction across the UK, as well as trends over time.
UKCSI is based on customers' recent service experiences. Respondents are asked to rate individual organisations they have dealt with, on a range of customer service priorities including: professionalism, quality and efficiency, ease of doing business, timeliness, problem solving and complaint handling.
We launched UKCSI in January 2008, and it is published every six months.
UKCSI (UK Customer Satisfaction Index) 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.
UKCSI has been published twice a year since 2008. It is based on an online survey of customers who are demographically representative of the UK population.
The July 2015 UKCSI includes 39,000 responses from over 10,000 individual customers. 225 organisations or organisation types receive a customer satisfaction rating.
The video below highlights some of the key results from the July 2015 report:
We also publish 13 sector reports which enable organisations to benchmark against others in their sector on over 25 customer experience metrics. They also provide insight into the links between customer service and other measures of business performance such as loyalty, trust and recommendation.
Council members of the Institute receive a UKCSI sector report, free of charge, as a membership benefit.
Jo Causon, chief executive of the institute of Customer Service comments:
“Customer satisfaction may have stabilised for the first time in two years, but there is still more to do. The index uncovers a number of consistently high performing organisations, but with increasing customer expectations and competition there is no room for complacency. The results show a polarisation of performance, with some organisations succeeding through a sustained focus on service whilst others struggle to adapt and compete’’.
Use the UKCSI sector reports to:
Reports are available for the following sectors:
The July 2015 UKCSI covers 225 individual organisations and organisation types. Customer satisfaction scores for these organisations can be found in the UKCSI sector reports
Audi,BMW/Mini,Citroen, Fiat, Ford, Honda,Hyundai, Jaguar, Kia, Land Rover, Mazda, Mercedes Benz, Nissan, Peugeot, Renault, Skoda, Suzuki, Toyota, Vauxhall, Volvo, VW
Bank of Scotland, Barclays, First Direct, Halifax, HSBC, Lloyds, Nationwide, Natwest, RBS, Santander, Tesco, The Co-operative bank, TSB, Yorkshire Bank
AA, Admiral, Aviva, AXA, Churchill, Co-operative (Insurance), Direct Line, Esure, Halifax, Hastings, Legal and General, Lloyds, LV=, M&S, More Th>n, Nationwide, Privilege, RAC, SAGA, Sainsbury's, Sheila's wheels, Swinton, Tesco, Zurich
your local restaurant, LOVEFilm, your local fish & chip shop, Greggs/Baker's Oven, Subway, Pizza Express, Toby Carvery, Pret A Manger, Costa Coffee, JD Wetherspoon, Domino's Pizza, Odeon, Caffe Nero, Cineworld, Starbucks, Pizza Hut, McDonalds, Vue Cinema, Harvester, KFC, Burger King, TicketMaster
GP surgery/health centre, Library, Your housing Association, Your local Ambulance Service, Your local council,Your local Fire Service, Your local Police Service
DVLA, HM Passport Office, HMRC (Inland Revenue), Jobcentre Plus, NHS / hospital service, Post office
Aldi, Waitrose, Iceland, Marks & Spencer (Food), Lidl, Ocado, Asda, Sainsbury's, Morrisons, Tesco, The Co-operative (Food)
Amazon.co.uk, Argos, B&Q, Boots, Currys/PC World, Debenhams, Ebay, Homebase, Ikea, John Lewis, Lloyds Pharmacy, Marks & Spencer, Matalan, New Look, Next, Poundland, Primark, Specsavers, Sports Direct, Superdrug, WH Smith, Wilkinson
AA, Avis City, Link, DHL, Enterprise Rent-A-Car, Green Flag, Hermes, Hertz, Homeserve, RAC, Royal Mail / Parcelforce, Timpson, TNT, Yodel, your local builder, your local dry cleaner, your local electrician, your local estate agent, your local hairdresser, your local painter & decorator, your local plumber, your local solicitor
+3, Tesco mobile, T-Mobile, Virgin Media, Vodafone, Sky, Talk Talk, Plusnet, O2, GiffGaff, EE (Everything Everywhere), BT
booking.com, Thomas Cook, Thomson Butlins, Travelodge, Virgin Holidays, Center Parcs, Expedia, Haven Holidays, Hilton, Holiday Inn, Hoseasons, Lastminute.com, Marriott, P&O Cruises, Pontins, Premier Inn, SAGA Holidays
Arriva - Bus group, Arriva Trains, Wales, British Airways, CrossCountry, East Coast, East Midlands Trains, easyJet, Eurotunnel, First Capital Connect, First Great Western, First Group - bus companies, First Scot rail, Flybe, Greater Anglia, Jet2, London Midland, London Underground, Monarch Airlines, National Express, Northern Rail, P&O Ferries, Ryanair, South West Trains, South eastern Trains, Southern Railway, Stagecoach, The Trainline.com, ThomsonVirgin, Atlantic, Virgin Trains
Ovo Energy, Dwr Cymru (Welsh Water), United Utilities (water), EDF Energy, Yorkshire Water, Severn Trent Water, E.ON (energy), First Utility Power, NI, British Gas, Scottish and Southern Energy (SSE), Anglian Water, Southern Water, Thames Water, South West Water, npower, Scottish Power
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