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.

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.

How UKCSI works

How UKCSI works

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.

How to use UKCSI

How to Use UKCSI

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 July 2015 UKCSI includes 39,000 responses from over 10,000 individual customers. 225 organisations or organisation types receive a customer satisfaction rating.

The video below highlights some of the key results from the July 2015 report:

The UKCSI executive summary report is free to download

We also publish 13 sector reports which enable organisations to benchmark against others in their sector on over 25 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.

Sector reports are available here

Latest results

Latest results

  • first direct is the highest rated organisation in the UKCSI for the first time, overtaking John Lewis and Amazon. LOVEfilm is the most improved organisation in the top 50 and is one of the top five highest organisations for customer satisfaction
  • There is contrasting performance at sector level with a number of the higher scoring sectors seeing falls in customer satisfaction compared to a year ago• In the Retail Food sector, sales growth and market share continue to be linked to customer satisfaction
  • Customer demographics reveal significant differences in attitudes towards organisations. 25 –34 year olds are the least satisfied of any age group. Women are, on average, more satisfied with organisations than men.
  • In a climate of rising customer expectations, especially around speed and convenience, organisations’ ability to deal efficiently with problems and complaints is a key differentiator between high and low performance

Jo Causon, chief executive of the institute of Customer Service comments:

“Customer satisfaction may have stabilised for the first time in two years, but there is still more to do. The index uncovers a number of consistently high performing organisations, but with increasing customer expectations and competition there is no room for complacency. The results show a polarisation of performance, with some organisations succeeding through a sustained focus on service whilst others struggle to adapt and compete’’.

Download the July 2015 Executive Summary

Purchase a July 2015 sector report

View our State of Customer Service infographic for the key findings at a glance

Sector reports

Sector Reports

Use the UKCSI sector reports to:

  • Benchmark customer satisfaction performance of leading organisations on over 25 customer experience metrics
  • Identify what differentiates the highest and lowest performing organisations in each sector
  • Insight into the latest evidence on the drivers of satisfaction with complaints and complaint handling
  • Identify which channels customers use and satisfaction by channel
  • See how customer satisfaction links to measures of trust, recommendation and intention to remain a customer

Reports are available for the following sectors:

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

UK CSI organisations

UKCSI organisations

The July 2015 UKCSI covers 225 individual organisations and organisation types. Customer satisfaction scores for these organisations can be found in the UKCSI sector reports


Audi,BMW/Mini,Citroen, Fiat, Ford, Honda,Hyundai, Jaguar, Kia, Land Rover, Mazda, Mercedes Benz, Nissan, Peugeot, Renault, Skoda, Suzuki, Toyota, Vauxhall, Volvo, VW

Banks & Building Societies:

Bank of Scotland, Barclays, First Direct, Halifax, HSBC, Lloyds, Nationwide, Natwest, RBS, Santander, Tesco, The Co-operative bank, TSB, Yorkshire Bank


AA, Admiral, Aviva, AXA, Churchill, Co-operative (Insurance), Direct Line, Esure, Halifax, Hastings, Legal and General, Lloyds, LV=, M&S, More Th>n, Nationwide, Privilege, RAC, SAGA, Sainsbury's, Sheila's wheels, Swinton, Tesco, Zurich


your local restaurant, LOVEFilm, your local fish & chip shop, Greggs/Baker's Oven, Subway, Pizza Express, Toby Carvery, Pret A Manger, Costa Coffee, JD Wetherspoon, Domino's Pizza, Odeon, Caffe Nero, Cineworld, Starbucks, Pizza Hut, McDonalds, Vue Cinema, Harvester, KFC, Burger King, TicketMaster

Public Services (Local):

GP surgery/health centre, Library, Your housing Association, Your local Ambulance Service, Your local council,Your local Fire Service, Your local Police Service

Public Services (National):

DVLA, HM Passport Office, HMRC (Inland Revenue), Jobcentre Plus, NHS / hospital service, Post office

Retail (Food):

Aldi, Waitrose, Iceland, Marks & Spencer (Food), Lidl, Ocado, Asda, Sainsbury's, Morrisons, Tesco, The Co-operative (Food)

Retail (Non-food):, Argos, B&Q, Boots, Currys/PC World, Debenhams, Ebay, Homebase, Ikea, John Lewis, Lloyds Pharmacy, Marks & Spencer, Matalan, New Look, Next, Poundland, Primark, Specsavers, Sports Direct, Superdrug, WH Smith, Wilkinson


AA, Avis City, Link, DHL, Enterprise Rent-A-Car, Green Flag, Hermes, Hertz, Homeserve, RAC, Royal Mail / Parcelforce, Timpson, TNT, Yodel, your local builder, your local dry cleaner, your local electrician, your local estate agent, your local hairdresser, your local painter & decorator, your local plumber, your local solicitor

Telecommunications & Media:

+3, Tesco mobile, T-Mobile, Virgin Media, Vodafone, Sky, Talk Talk, Plusnet, O2, GiffGaff, EE (Everything Everywhere), BT

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


Arriva - Bus group, Arriva Trains, Wales, British Airways, CrossCountry, East Coast, East Midlands Trains, easyJet, Eurotunnel, First Capital Connect, First Great Western, First Group - bus companies, First Scot rail, Flybe, Greater Anglia, Jet2, London Midland, London Underground, Monarch Airlines, National Express, Northern Rail, P&O Ferries, Ryanair, South West Trains, South eastern Trains, Southern Railway, Stagecoach, The, ThomsonVirgin, Atlantic, Virgin Trains


Ovo Energy, Dwr Cymru (Welsh Water), United Utilities (water), EDF Energy, Yorkshire Water, Severn Trent Water, E.ON (energy), First Utility Power, NI, British Gas, Scottish and Southern Energy (SSE), Anglian Water, Southern Water, Thames Water, South West Water, npower, Scottish Power

Research and insights library

Search, review and download industry leading research

Our research library includes the latest UK CSI reports, Institute Research as well as leading whitepapers, literature reviews and other insight.

Bespoke research

An independent, expert eye for your customer service

A bespoke Institute of Customer Service report brings valuable perspective, insight and advice to your customer service priorities, challenges and opportunities

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Find out the latest customer service news, views and insights in our official media centre.  In addition to our press release archive, take the time to comment on our blog or watch some of our latest videos.