UK Customer Satisfaction Index


The UK Customer Satisfaction Index 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.

UK Customer Satisfaction Index (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 (January 2018) report is free to download here.


Want to see what a sector report contains?  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 January 2018 UKCSI results are based on 46,500 survey responses, 3,000 from each sector except for Insurance and Transport which includes 4,500 responses, and Utilities which includes 7,500 responses. 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

Latest results

  • Customer satisfaction is up 0.3 points compared to the same time last year - but it has fallen slightly since July 2017
  • The proportion of customers experiencing a problem fell by 0.4 points, whereas the number of customers whose experience was right first time has grown by 3% points
  • The average level of customer trust is unchanged, at 7.7 out of 10
  • Consistently achieving levels of customer satisfaction higher than the sector average is linked to better turnover growth, profit and employee productivity

Download the January 2018 national report

Only have a minute? View the results infographic

Purchase a January 2018 sector report

Do you have slightly longer? View the 3 minute animation

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.

Each 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.

New as at 2017

  • 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

  • State of the nation info graphics
    A snapshot view of customer satisfaction in the UK.

  • 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.

UKCSI organisations

UKCSI organisations

The January 2018 UKCSI covers 253 individual organisations and organisation types. Organisations appearing in the UKCSI for the first time include Bristol Water, Brittany Ferries, Clarks, Disclosure and Barring Service, Essex and Suffolk Water, Frankie and Bennys, Prezzo, Spotify, and Thameslink. 

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

Automotive:

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

Insurance:

AA Insurance, Admiral, Allianz, Aviva, AXA, BUPA, Churchill, Direct Line, Endsleigh, Esure, Halifax, Hastings Direct Insurance, Legal and General, Lloyds, LV=, M & S (insurance), More Than, Nationwide Insurance, Privilege, Prudential, RAC, RIAS, SAGA Insurance, Sainsbury's, Sheilas' Wheels,  Swinton, Tesco, The Co-operative Insurance, Virgin Money and 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, Prezzo, Spotify, Starbucks, Subway, Toby Carvery, Vue Cinema and 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 and your local Police Service. 

Public Services (National):

Dosclosure and Barring Service, DVLA, HM Passport Office, HMRC (Inland Revenue), JobcentrePlus, NHS / hospital service, Post Office and The university I attend.

Retail (Food):

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

Retail (Non-food):

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

Services:

AA, British Gas, DHL, dpd, Green Flag, Halfords autocentre, Hermes, Hertz, Homeserve, Kwit Fit, RAC, Royal Mail / Parcelforce, Timpson, TNT, Uber, Yodel, your local dry cleaner, your local garage, your local solicitor and your local tradesman e.g. builder, electrician, painter &decorator, plumber.

Telecommunications & Media:

BT, EE, giffgaff, O2, Plusnet, Sky, TalkTalk, Tesco Mobile, Three, T-Mobile, Virgin Media, Virgin Mobile and Vodafone.

Tourism:

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

Transport:

Abellio Scot Rail, Arriva- Bus group, Arriva Trains Wales, British Airways, Brittany Ferries, East Midlands Trains, easyJet, Eurotunnel, First Group - bus companies, Flybe, Great Western Railway, Greater Anglia, Jet2, London Midland, London Underground, Monarch Airlines, 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 and Virgin Trains East Coast.

Utilities:

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

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