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.
Reports are available for the following sectors:
Banks and Building Societies
Public Services (Local)
Public Services (National)
Telecommunications and Media
Want to see what a sector report contains? View a sample report for free here.
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.
The July 2018 UKCSI covers 247 individual organisations and organisation types. Organisations appearing in the UKCSI for the first time include Dacia, Virgin Money [Banks & Building Societies Sector], Great Northern and South East Water.
Customer satisfaction scores for organisations can be found in the UKCSI sector reports.
Audi, BMW, Citroen, Dacia, Fiat, Ford, Honda, Hyundai, Jaguar, Kia, Land Rover, Mazda, Mercedes-Benz, Mini, Nissan, Peugeot, Renault, Seat, Škoda UK, Suzuki, Toyota, Vauxhall, Volkswagen and Volvo.
Bank of Scotland, Barclays, first direct, Halifax, HSBC, Lloyds, M&S, Nationwide, NatWest, RBS, Sainsbury's, Santander, Tesco, The Co-operative Bank, TSB, Virgin Money and Yorkshire Bank.
AA Insurance, Admiral, Allianz, Aviva, AXA, Churchill, Direct Line, Esure, Halifax, Hastings Direct Insurance, Legal and General, Lloyds, LV=, M & S (insurance), More Than, Nationwide Insurance, Privilege, RAC, SAGA Insurance, Sainsbury's, Swinton, Tesco, The Co-operative Insurance, Virgin Money and Zurich.
Burger King, Caffe Nero, Cineworld, Costa Coffee, Domino's Pizza, Frankie and Bennys, Greggs, Harvester, JD Wetherspoon, KFC, McDonalds, Nando's, Netflix, Odeon, Pizza Express, Pizza Hut, Pret A Manger, Spotify, Starbucks, Subway, 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.
Dosclosure and Barring Service, DVLA, HM Passport Office, HMRC (Inland Revenue), JobcentrePlus, NHS / hospital service, Post Office and The university I attend.
Aldi, ASDA, Co-op Food, Iceland, Lidl, M & S (food), Morrisons, Sainsbury's, Tesco and Waitrose.
Amazon.co.uk, Apple, Argos, B&Q, Boots UK, Clarks, Currys/PC World, Debenhams, Ebay, H&M, Holland & Barrett, Ikea, John Lewis, M & S, Matalan, New Look, Next, Pets at Home, Poundland, Primark, Specsavers, Sports Direct, Superdrug, TK Maxx and Wilko.
AA, British Gas Home Services, DHL, dpd, Green Flag, Halfords autocentre, Hermes, Hertz, Homeserve, Kwit Fit, RAC, Royal Mail / Parcelforce, Timpson, Uber, Yodel, your local solicitor and your local tradesman e.g. builder, electrician, painter &decorator, plumber.
BT, EE (including T-Mobile and Orange), giffgaff, O2, Plusnet, Sky, TalkTalk, Tesco Mobile, Three, Virgin Media, Virgin Mobile and Vodafone.
booking.com, Butlins, Center Parcs, Expedia, Haven Holidays,Hilton, Holiday Inn, Hoseasons, Jet2holidays.com, Lastminute.com, LateRooms.com, Marriott, P&O Cruises, Premier Inn, SAGA Holidays, Thomas Cook, Thomson Holidays, Travelodge, Trivago and Virgin Holidays.
Abellio Scot Rail, Arriva- Bus group, Arriva Trains Wales, British Airways, Brittany Ferries, CrossCountry, East Midlands Trains, easyJet, Eurotunnel, First Group - bus companies, Flybe, Great Northern, Great Western Railway, Greater Anglia, Jet2, London Midland, London Underground, National Express, Northern, P&O Ferries, Ryanair, South Western Railway, Southeastern (train operating company), Southern Railway, Stagecoach (Bus), Thameslink, The Trainline.com, Thomson Airways, TransPennine Express, Virgin Atlantic, Virgin Trains and Virgin Trains East Coast.
Affinity Water, AnglianWater, Bristol Water, British Gas, Dwr Cymru (Welsh Water), E.ON (energy), EDF Energy, Essex and Suffolk Water, First Utility, M&S Energy, Northumbrian Water, npower,OVO Energy, Power NI, Scottish and Southern Energy (SSE), Scottish Gas, ScottishPower, Scottish Water, Severn Trent Water, South East Water, South West Water, Southern Water, Thames Water, The Co-operative Energy, United Utilities (water), Utility Warehouse, Wessex Water and Yorkshire Water.
Our research library includes the latest UK CSI reports, Institute Research as well as leading whitepapers, literature reviews and other insight.
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