Customer Insight

Created and published in house by TLF Research. Customer Insight magazine is our way of sharing features, case studies and latest thinking on creating an outstanding customer experience. All designed to inform, stimulate debate and sometimes to provoke. We hope you enjoy reading it as much as we enjoy creating it!

UKCSI Summer 2020

The UKCSI is an independent, national benchmark of customer satisfaction published each January and July across 13 sectors of the UK, conducted by The Institute of Customer Service.  The UKCSI measures customers’ experiences and relationships with organisations on 26 metrics which are based on customer priorities. For over a decade it has provided us with a biannual snapshot of how UK consumers are feeling.

Latest Headline Results

The latest UKCSI report was released at the beginning of July 2020. We’ve pulled together some of the highlights. The full report, published by The Institute, is available to download free on their website

For more detail, including scores for all named organisations, it is also possible to purchase in-depth reports on each sector.

The July 2020 UKCSI is 77.0 (out of 100), 0.1 points lower than a year ago and 1.2 points below the highpoint recorded in July 2017

The research for this UKCSI is based on 45,000 customer responses conducted in 2 waves of research: the first wave was conducted between 10 September and 7 October 2019; the second wave was conducted between 16 March and 13 April 2020.

  • Customer satisfaction with Public Services has improved but has fallen in the Tourism sector
  • Leisure is the highest rated sector, with a UKCSI score of 80.2
  • Retail (Non-food) is the second highest rated sector but its UKCSI score of 80.0 is its lowest for 10 years. Similarly, while Retail (Food) has fallen by just 0.5 points compared to a year ago, its score of 79.6 is its lowest since January 2015.
  • The Public Services (Local) sector has improved by 1.4 points compared to July 2019. The biggest improvements are for satisfaction with complaint handling and the number of experiences rated as being right first time.
  • Customer satisfaction in the Tourism sector fell by 1.6 points to 78.6, the sector’s biggest ever year on year fall and its lowest score since 2009.

The highest rated organisations for customer satisfaction are John Lewis (85.3), Nationwide (84.4), first direct (84.2),M & S (Non-food) (84.0) and M & S (food) (83.5)


The extraordinary context of COVID-19

The July 2020 UKCSI has been produced in the extraordinary context of the COVID-19 outbreak and subsequent lockdown. In this UKCSI, we have reviewed data from the specific time periods in which research was conducted in order to assess the impact of COVID-19 on customers’ experiences with organisations. The July 2020 UKCSI is based on customer research data gathered between 10 September and 7 October 2019 and between 16 March and 13 April 2020. Customers who participate in the UKCSI research are asked to rate a recent experience they have had with an organisation. Therefore, while not all the customer experiences recorded in this UKCSI took place during or around the lockdown period, it is likely that the extraordinary context of COVID-19 will have influenced customer attitudes and UKCSI responses given during March and April. Anecdotal feedback we have received suggests that many organisations have seen a boost in their customer satisfaction ratings since the lockdown was introduced but the situation is volatile and evolving. The evidence from the UKCSI suggests that while the overall trend in customer satisfaction has remained flat, the COVID-19 environment has produced variable impacts across sectors, organisations and customer groups.

The impact of COVID-19 and the lockdown on customer satisfaction is most apparent in the Insurance, Tourism and Public Services sectors


Customers believe that protecting employees and vulnerable customers should be top priorities for organisations


Based on the evidence in this UKCSI, The Institute have identified 8 key areas of focus for organisations in the context of the evolving COVID-19 crisis


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