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.
Reports are available for the following sectors:
Banks and Building Societies
Public Services (Local)
Public Services (National)
Telecommunications and Media
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.
The July 2019 UKCSI covers 254 individual organisations and organisation types.
Customer satisfaction scores for organisations can be found in the UKCSI sector reports.
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.
Bank of Scotland, Barclays, first direct, Halifax, HSBC, Lloyds, M & S, Nationwide, NatWest, RBS, Sainsbury's, Santander, Tesco, The Co-operative Bank, TSB.
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.
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.
GP surgery / health centre, Library, your Housing Association, your local Ambulance Service, your local Council, your local Fire Service, your local Police Service.
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.
Aldi, ASDA, Co-op Food, Iceland, Lidl, M & S (food), Morrisons, Ocado, Sainsbury's, Tesco, Waitrose.
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.
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.
BT, EE (including T-Mobile or Orange), giffgaff, O2, Plusnet, Sky, Sky Mobile, TalkTalk, Tesco Mobile, Three, Virgin Media, Virgin Mobile, Vodafone.
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.
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.
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.
Our research library includes the latest UK CSI reports, Institute Research as well as leading whitepapers, literature reviews and other insight.
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