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 UKCSI executive summary report is free to download

About UKCSI

About UKCSI

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 July 2016 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 July 2016 results therefore include responses from the UKCSI surveys completed for the July 2016 and January 2016 reports. 

In 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 1.2 points since the same time last year, the biggest year on year growth since 2011
  • The early phase of a customers' relationship with an organisation is crucial; customers are more likely to have a problem and have low satisfaction with complaint handling
  • Banks with high satisfaction have gained more current accounts' business
  • Excellent complaint handling can lead to better than average customer satisfaction
  • UK customer satisfaction is on average higher than in seven other European countries.

Download the July 2016 Executive Summary

Only have a minute? View the results infographic

Do you have slightly longer? View the animation 

Purchase a July 2016 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:

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

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 July 2016 UKCSI covers 240 individual organisations and organisation types. Organisations appearing in the UKCSI for the first time include Allianz, Apple, LateRooms.com, M&S Energy, Scottish Gas and The Co-operative Energy.


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


Automotive:

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 and TSB.


Insurance:

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, Swinton, Tesco, The Co-operative Insurance and Zurich.


Leisure:

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, 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):

Amazon.co.uk, Apple, Argos, B&Q, Boots UK, Currys/PC World, Debenhams, Ebay, H&M, 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.


Services:

AA, Autoglass, Avis, DHL, Enterprise Rent-A-Car, Green Flag, Hermes, Homeserve, RAC, Royal Mail / Parcelforce, Timpson, TNT, Yodel, your local dry cleaner, your local estate agent, your local hairdresser, 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 and Vodafone.


Tourism:

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


Transport:

Abellio Greater Anglia Trains, Abellio Scot Rail, 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 Trainline.com, Thomson, Virgin Atlantic, Virgin Trains and Virgin Trains East Coast.


Utilities:

Anglian Water, British Gas, Dwr Cymru (Welsh Water), E.ON (energy), EDF Energy, First Utility, Marks and Spencer 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 West Water, Southern Water, Thames Water, The Co-operative Energy, United Utilities (water), Utility Warehouse, Wessex Water and Yorkshire Water.

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