Our Thoughts

July 2017 UKCSI

28th July 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 July 2017 UKCSI score is 78.2, up 0.8 points compared to a year ago and 0.4 points higher than January 2017. Along with January 2013, the UKCSI is at its highest point ever.

Despite these improvements, more customers say they have experienced a problem in dealing with an organisation compared to a year ago. Many organisations have become better at dealing with complaints but less effective in preventing problems at source.

Banks & Building Societies, Leisure, Public Services (Local), Public Services (National), Telecommunications & Media and Utilities have each improved by more than one point compared to July 2016.

The gap between the highest and lowest scoring sectors has narrowed in recent years, from a peak of 14.1 points in January 2014 to 8.2 points in July 2017

Achieving a nine or ten out of ten for customer satisfaction appears to exert a much stronger influence on customers’ attitudes to trust, reputation, recommendation and loyalty, even than an eight out of ten.

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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