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 2017 report is free to download here



UKCSI (UK Customer Satisfaction Index) is a national measure of customer satisfaction. It provides insights into the state and direction 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. 

To create 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. 

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 2017 UKCSI results are based on 42,500 survey responses, 3,000 from each sector except for Utilities, which includes 6,500 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.  

The UKCSI is published twice per year, usually in January and July. Each published set of UKCSI results incorporates the data from the previous two surveys to create a rolling measure of the state of satisfaction. For example, the January 2017 results therefore include responses from the UKCSI surveys completed for the July 2016 and January 2017 reports. 

As of July 2016 there has been a change to the methodology for calculating the overall UKCSI, due to the increased number of responses in the Utilities sector and to ensure that the Utilities sector does not contribute more than the 12 other sectors to the overall UKCSI score. As a result, the overall UKCSI score is based on the mean average of each sector’s score (rather than the mean average of each respondent’s score). This does not affect the comparability of the UKCSI to previous surveys and therefore maintains the continuity and integrity of the overall UKCSI score.

Latest results

Latest results

  • Customer satisfaction has increased by 0.8 points since the same time last year and is at its highest point since July 2013
  • Satisfaction with complaint handling has increased
  • Trust in UK organisations has improved
  • But ... customer effort - what they need to do to get what they want - is also going up, suggesting the basics are right, but there is more for organisations to do

Download the January 2017 national report

Only have a minute? View the results infographic

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Purchase a January 2017 sector report

Sector reports

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.

New for 2016

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.

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

Council, Trusted Advisory Network and Discovery Roadmap members of the Institute receive a UKCSI sector report, 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:

Banks and Building Societies
Public Services (Local)
Public Services (National)
Retail (Food)
Retail (Non-food)
Telecommunications and Media

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 2017 UKCSI covers 244 individual organisations and organisation types. Organisations appearing in the UKCSI for the first time include Halfords autocentre, KwitFi, Virgin Mobile and Western Union.

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


Audi, BMW, Citroen, Fiat, Ford, Honda, Hyundai, Jaguar, 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, Sainsburys, Santander, Tesco, The Co-operative Bank, TSB and Yorkshire Bank.


AA Insurance, Admiral, Allianz, Aviva, AXA, Churchill, Direct Line, Esure, Halifax, Hastings, Legal and General, Lloyds, LV=, M & S (insurance), More Than, Nationwide Insurance, Privilege, RAC, RIAS, SAGA Insurance, Sainsburys, Sheilas' Wheels,  Swinton, Tesco, The Co-operative Insurance, Virgin Money and Zurich.


Burger King, Caffe Nero, Cineworld, Costa Coffee, Domino's Pizza, Greggs, Harvester, JD Wetherspoon, KFC, LOVEfilm, McDonalds, Nando's, Netflix, Odeon, Pizza Express, Pizza Hut, Pret A Manger, Starbucks, Subway, TicketMaster, 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):

DVLA, HM Passport Office, HMRC (Inland Revenue), Jobcentre Plus, NHS / hospital service, Post Office and The university I attend.

Retail (Food):

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

Retail (Non-food):, Apple, Argos,, B&Q, Boots UK, Currys/PC World, Debenhams, Ebay, Holland & Barrett, Homebase, Ikea, John Lewis, Lloyds Pharmacy, M & S, Matalan, New Look, Next, Poundland, Primark, Specsavers, Sports Direct, Superdrug, TK Maxx, WH Smith and Wilko.


AA, DHL, Enterprise Rent-A-Car, Green Flag, Halfords autocentre, Hermes, Hertz, Homeserve, Kwit Fit, RAC, Royal Mail / Parcelforce, Timpson, TNT, Western Union, Yodel, your local dry cleaner, your local estate agent, your local garage, your local solicitor and your local tradesman e.g. builder, electrician, painter & decorator, plumber.

Telecommunications & Media:

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

Tourism:, Butlins, Center Parcs, Expedia, Haven Holidays, Hilton, Holiday Inn, Hoseasons,,, Marriott, P&O Cruises, Pontins, Premier Inn, Thomas Cook, Thomson Holidays, Travelodge, Trivago and Virgin Holidays.


Abellio Greater Anglia Trains, Arriva- Bus group, Arriva Trains Wales, British Airways, East Midlands Trains, EasyJet, Eurotunnel, First Group - bus companies, First TransPennine Express, Flybe, Great Western Railway, Jet2, London Midland, London Underground, Monarch Airlines, National Express Group, Northern Rail, P&O Ferries, Ryanair, South West Trains, Southeastern (train operating company), Southern Railway, Stagecoach, The, Thomson, Virgin Atlantic, Virgin Trains and Virgin Trains East Coast.


Anglian Water, British Gas, Dwr Cymru (Welsh Water), E.ON (energy), EDF Energy, First Utility, M&S Energy, Northumbrian Water, npower, OVO Energy, Power NI, Scottish and Southern Energy (SSE), Scottish Gas, Scottish Power, 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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