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 January 2016 UKCSI includes 39,000 responses from over 10,759 individual customers. 228 organisations or organisation types receive a customer satisfaction rating.
The video below highlights some of the key results from the January 2016 report:
We also publish 13 sector reports which enable organisations to benchmark against others in their sector on over 30 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.
The January 2016 UKCSI covers 228 individual organisations and organisation types. Customer satisfaction scores for these 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, Volvo and Volkswagen.
Bank of Scotland, Barclays, first direct, Halifax, HSBC, Lloyds, M&S, Nationwide, NatWest, RBS, Santander, Tesco, The Co-operative Bank, TSB and Yorkshire Bank.
AA, Admiral, Aviva, AXA, Churchill, The Co-operative Insurance, Direct Line, Esure, Halifax, Hastings, Legal & General, Lloyds, LV=, M&S, More Th>n, Nationwide, Privilege, RAC, RIAS, SAGA Insurance, Sainsbury’s, Swinton, Tesco and Zurich.
Burger King, Caffe Nero, Cineworld, Costa Coffee, Domino’s Pizza, Greggs/Baker’s Oven, 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.
GP surgery / health centre, Library, Your housing association, Your local ambulance service, Your local council, Your local fire service and Your local police service.
DVLA, HM Passport Office, HMRC (Inland Revenue), Jobcentre Plus, NHS / hospital service, Post office and The university I attend.
Aldi, Asda, The Co-operative Food, Iceland, Lidl, M & S (food), Morrisons, Ocado, Sainsbury’s, Tesco and Waitrose.
Amazon, 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, Wickes and Wilkinson.
AA, Autoglass, City Link, DHL, Green Flag, Hermes, Homeserve, RAC, Royal Mail / Parcelforce, Timpson, TNT, Yodel, Your local estate agent, Your local hairdresser, Your local solicitor and Your local tradesman e.g. builder, electrician, painter & decorator, plumber.
3, BT, EE, Giffgaff, O2, Plusnet, Sky, TalkTalk, Tesco Mobile, T-Mobile, Virgin Media and Vodafone.
booking.com, Butlins, Center Parcs, Expedia, Haven Holidays, Hilton, Holiday Inn, Hoseasons, Lastminute.com, Marriott, P&O Cruises, Pontins, Premier Inn, SAGA Holidays, Thomas Cook, Thomson, Trailfinders, Travelodge, Trivago and Virgin Holidays.
Abellio Greater Anglia Trains, Abellio Scot Rail, Arriva- Bus group, Arriva Trains Wales, British Airways, East Midlands Trains, easyJet, Eurotunnel, First Great Western, First Group - bus companies, First TransPennine Express, Flybe, Jet2, London Midland, London Underground, National Express, Northern Rail, P&O Ferries, Ryanair, South West Trains, Southeastern Trains, Southern Railway, Stagecoach, The Trainline.com, Thomson, Virgin Atlantic, Virgin Trains and Virgin Trains East Coast.
Anglian Water, British Gas, E.ON (energy), EDF Energy, first utility, npower, Ovo Energy, Power NI, Scottish and Southern Energy (SSE), Scottish Power, Severn Trent Water, South West Water, Southern Water, Thames Water, United Utilities (water), Utility Warehouse and Yorkshire Water.
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