Customer Insight is the magazine for managers who are interested in using customer insight (i.e. really understanding what their customers think) to improve business performance. Customer Insight Magazine is suitable for customer service, customer experience, marketing and market research professionals as well as Customer Insight Managers.

Category: UK Customer Satisfaction Index (UKCSI)

UKCSI Results - January 2016

UKCSI Results - January 2016

The UK Customer Satisfaction Index, the national measure of customer satisfaction based on over 39,000 customer responses, stands at 77.0 (out of 100) in January 2016, up 0.8 points compared to July 2015 (76.2) and up one point compared to January 2015 (76.0)

[trends]

Covering 13 sectors of the economy, the UKCSI is conducted by TLF Research for the Institute of Customer...

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UKCSI Results - July 2014

UKCSI Results - July 2014

Customer satisfaction in the UK has fallen for the third consecutive six-month period. The July 2014 UKCSI dropped by 0.8 points, to 76.3 (out of 100), from 77.1 in January 2014. We are now seeing a marked downward trend in the satisfaction of UK customers. 

[stateofnation]

UKCSI performance by sector

The fall in customer satisfaction applies to...

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UKCSI Results - January 2013

UKCSI Results - January 2013

The UKCSI (UK Customer Satisfaction Index) is the national measure of customer satisfaction and loyalty for the UK. Owned and published by the Institute of Customer Service (ICS), more detailed results including reports for all 13 sectors covered by the UKCSI are available from https://www.instituteofcustomerservice.com/10560/UK-CustomerSatisfactionIndexUKCSI.html 

Based on web...

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UKCSI Results - January 2012

UKCSI Results - January 2012

The UK Customer Satisfaction Index

If you want to increase sales – improve customer satisfaction!January 2012

Based on a representative sample of 26,000 adults surveyed over the internet, the Institute of Customer Service presents the latest UK Customer Satisfaction Index (UKCSI) which is the national measure of customer satisfaction for UK organisations. The survey is...

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UKCSI Results - July 2011

UKCSI Results - July 2011

Public services satisfying customers in tough times
In July 2011 a representative sample of 26,000 UK adults was surveyed over the internet by The Leadership Factor on behalf of the Institute of Customer Service. This article outlines the key highlights and presents the latest UK Customer Satisfaction Index (UKCSI) which is the national measure of customer satisfaction...

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UKCSI Results - January 2011

UKCSI Results - January 2011

The latest UK Customer Satisfaction Index (UKCSI), which is the National Measure of Customer Satisfaction for UK organisations, has recorded a good increase from 75.6 to 76.7. Based on a representative sample of 26,000 adults surveyed over the internet, the research is conducted by The Leadership Factor on behalf of the Institute of Customer Service. The latest wave is the 8th bi-annual UKCSI...

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UKCSI Results - July 2010

UKCSI Results - July 2010

The latest UK Customer Satisfaction Index (UKCSI), which is the National Measure of Customer Satisfaction for UK organisations, has risen very slightly from 75.2 to 75.6. Based on a representative sample of 26,000 adults surveyed over the internet, the research is conducted by The Leadership Factor on behalf of the Institute of Customer Service. The latest wave is the 6th bi-annual...

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UKCSI Results - January 2010

UKCSI Results - January 2010

THE NATIONAL MEASURE OF CUSTOMER SATISFACTION

Wave 6 Results: January 2010 - Is recession good for customer service?

Based on a representative sample of 26,000 adults surveyed over the internet by The Leadership Factor on behalf of the Institute of Customer Service, the UK Customer Satisfaction Index (UKCSI) has now established itself as the National Measure of Customer...

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UKCSI Results - November 2009

UKCSI Results - November 2009

Service continues to improve Based on a representative sample of 25,000 adults surveyed over the internet, by The Leadership Factor on behalf of the Institute of Customer Service, the UK Customer Satisfaction Index (UKCSI) has now established itself as the National Measure of Customer Satisfaction for UK organisations.

(results available online at...

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UKCSI Results - January 2009

UKCSI Results - January 2009

Consumers optimistic about service

The UK Customer Satisfaction Index (UKCSI) is the National Measure of Customer Satisfaction for UK organisations. The survey is conducted by The Leadership Factor on behalf of the Institute of Customer Service. Released on January 15th 2009, the latest results are based on a representative sample of 24,000 adults surveyed over the internet. (results...

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UKCSI Results - September 2008

UKCSI Results - September 2008

THE NATIONAL MEASURE OF CUSTOMER SATISFACTION

Summer 2008 The Institute of Customer Service has released the results for the latest UK Customer Satisfaction Index (UKCSI) which is the National Measure of Customer Satisfaction with UK organisations. It is based on a representative sample of 12,000 adults surveyed over the internet in May and June 2008, by The Leadership Factor on...

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UKCSI Results - November 2007

UKCSI Results - November 2007

Based on a representative sample of 2,000 adults surveyed on the YourSayPays internet panel in May and June 2007, the UKCSI from the Institute of Customer Service delivers the first ever National Measure of Customer Satisfaction with UK public and private sector organisations. Here Stakeholder takes a look through some of the highlights from the first wave of...

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UKCSI Launches in April 2007

UKCSI Launches in April 2007

In April 2007 the Institute of Customer Service launched the UKCSI (www.ukcsi.com) and IrishCSI (www.irishcsi.com). Similar to the twelve years old American Customer Satisfaction Index, its purpose is to measure and monitor customer satisfaction levels across the UK and Ireland. The questions and methodology are based on the findings of the recent customer priorities research conducted for...

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