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 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:

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 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.

Sector reports are available here

Latest results

Latest results

  • Amazon is the highest rated organisation in the UKCSI, overtaking first direct. Cineworld is the most improved organisation in the top 50
  • The greatest differences between the top 50 organisations and the rest centre on people measures, complaint handling and speed of service
  • Most customers use one channel of communication to interact with organisations.  They use three or more if there is a problem

Download the January 2016 Executive Summary

Only have a minute? View the results infographic

Do you have slightly longer? View the animation 

Purchase a January 2016 sector report

Sector reports

There are 13 industry sector reports available.  Each allow you to:

- benchmark customer satisfaction performance of leading organisations with over 30 customer experience metrics
- analyse overall customer satisfaction, NPS, customer effort, trust, reputation
- 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.

New for 2016
The sector reports contain a number of new metrics reflecting the latest research into customer priorities.  They examine whether organisations get service right first time, how open and transparent organisations are and whether they truly offer satisfaction across traditional channels and new communication routes such as web chat and text.  We also offer analysis of channel usage by sector, with a focus on personal interaction, digital communication and social media. 

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

Use the sector reports to see how customer satisfaction links to future buying behaviours, including consumers likelihood to repurchase, remain a customer and recommend.

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.

UK CSI organisations

UKCSI organisations

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


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, Volvo and Volkswagen.


Banks & Building Societies:

Bank of Scotland, Barclays, first direct, Halifax, HSBC, Lloyds, M&S, Nationwide, NatWest, RBS, Santander, Tesco, The Co-operative Bank, TSB and Yorkshire Bank.


Insurance:

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.


Leisure:

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.


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


Retail (Non-food):

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.


Services:

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.


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, Marriott, P&O Cruises, Pontins, Premier Inn, SAGA Holidays, Thomas Cook, Thomson, Trailfinders, 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 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.


Utilities:

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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