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.
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.
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.
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.
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, Iceland, Lidl, M & S (food), Morrisons, Ocado, Sainsbury's, Tesco, The Co-operative Food and Waitrose.
Apple, Argos, ASOS.com, 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.
EE, giffgaff, O2, Plusnet, Sky, TalkTalk, Tesco Mobile, T-Mobile, Virgin Media, Virgin Mobile and Vodafone.
booking.com, Butlins, Center Parcs, Expedia, Haven Holidays, Hilton, Holiday Inn, Hoseasons, Lastminute.com, LateRooms.com, 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 Trainline.com, Thomson, Virgin Atlantic, Virgin Trains and Virgin Trains East Coast.
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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