Our Thoughts

January 2017 UKCSI

24th January 2017

The Institute of Customer Service publish the UK Customer Satisfaction Index (UKCSI) every six months.

It’s a superb source of objective data about customer satisfaction across 13 key sectors of the UK economy, and we’re very proud to work with them on it.

Latest Results

The UK Customer Satisfaction Index, the national measure of customer satisfaction stands at 77.8 up 0.8 compared to one year ago. This is the fourth consecutive growth in customer satisfaction and its highest point since July 2013.

Over the last year, the gap between the highest and the lowest performing sectors has narrowed driven by improvements in many of the lower ranking sectors.

The Top 50 organisations include companies from all sectors excluding public services.  The differentiators between the top 50 performers and all other organisations are ‘complaint handling’ and ‘over the phone experience’.

The relationship between the highest levels of customer satisfaction and trust has strengthened in the past year. 96% of customers who rate an organisation nine or ten out of ten for customer satisfaction also give the highest levels of trust. A year ago it was 83%

Download the free executive summary here. It’s a fascinating read, and a great source of facts.

About the UKCSI

The UKCSI has been conducted on behalf of The Institute of Customer Service by TLF Research since January 2008.

Over 39,000 customer responses, geographically and demographically representative of the UK population are included in the UKCSI.  13 sectors are covered, 11 in the private sector along with local and national public sector.  

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