UK Customer Satisfaction Index (UKCSI)

Organisations use the UKCSI to identify emerging and long-term trends in customer experience. The UKCSI highlights the characteristics and differentiators of the highest performing organisations as well as key areas for improvement.

The UKCSI is designed not primarily as a league table but as an independent benchmark and source of knowledge to complement and enhance the insight that organisations already collect.

13 sectors reports:

• Automotive
• Finance
• Insurance
• Leisure
• Public services (Local)
• Public services (National)
• Retail (Food)
• Retail (Non-food)
• Services
• Telecommunications
• Tourism
• Transport
• Utilities

UKCSI sector reports allow you to:

• benchmark customer satisfaction performance against other organisations in the sector on over 30 customer experience metrics
• analyse overall customer satisfaction, NPS, customer effort, trust, reputation
• link customer satisfaction to future buying behaviours, including consumers likelihood to repurchase, remain a customer and recommend
• 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
• compare findings with your own customer surveys, business benchmarking surveys or voice of the customer analysis
• identify key areas of focus, create improvement plans and set measures.

The main UKCSI report on the state of customer satisfaction in the UK can be accessed here.

Institute organisational members are in addition entitled to a sector report with sector-specific insight and trends and metrics for organisations in the sector.

Members can also access a sector resource pack which contains key measures in spreadsheet format as well as additional sector-specific data and insight.

^{*Specific benefits vary by membership level}

Business Benchmarking is a measurement of customer satisfaction that your organisation can use to benchmark against leaders in your sector and beyond. Identify strengths and areas for development and benchmark your performance with other organisations. Access the Business Benchmarking page for more information.

Each UKCSI incorporates two sets of data to create a rolling measure of customer satisfaction.  Each UKCSI includes responses collected in March to April and September to October each year.

It is representative of the UK adult population by region, age and gender.

Customers are asked to rate their experience of dealing with a specific organisation in the previous three months.  Customers can only choose one organisation per sector but can complete the survey for up to five different sectors.  The UKCSI currently comprises of 45,000 total responses.

How the UKCSI score is calculated

The UK Customer Satisfaction Index (UKCSI) scores are expressed as a number out of 100.  The UKCSI score for each organisation is the average of all of its customers’ satisfaction scores for each of the metrics, multiplied by ten, with a weighting applied reflecting the priority score for each measure.  The sector score is the mean average of all responses for that sector, multiplied by ten.  The overall UKCSI is based on the mean average of each sector’s score.