Our Thoughts

January 2018 UKCSI

29th January 2018

Commissioned by The Institute of Customer Service, the UKCSI (UK Customer Satisfaction Index) provides insight into the state of customer satisfaction in the UK for 13 key sectors. The UKCSI is published twice a year, in January and July.

Latest Results

The UK Customer Satisfaction Index in January 2018 is 78.1, up 0.3 points from 12 months earlier.

Latest results show that customer satisfaction in the UK is, overall, broadly stable, but there are signs that the improving trend has stalled.

For the first time, the number of organisations whose customer satisfaction has dropped by two points or more compared to last year has overtaken the numbers who have improved by at least two points.

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 by The Institute of Customer Service 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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