Our Thoughts

UKCSI - UK Customer Satisfaction Index - January 2020

27th January 2020

The latest UK Customer Satisfaction Index report from the Institute of Customer Service commemorates a decade of the UKCSI. As well as all the usual customer service trends and key issues, the January 2020 report also examines customer satisfaction trends over the last 10 years.

Chief Executive of the Institute of Customer Service, Joanna Causon had the follow to say on the latest report:

"As we commemorate a decade of the UKCSI, it’s time to take stock of the state of customer satisfaction in the UK and what’s needed to improve it, and to recognise the rewards and risks generated by your organisation’s customer service performance."

Download your free copy of the latest UKCSI report by completing the short form on the Institute of Customer Service's website here.

Here are some of main the headlines from the January 2020 report:

The UK Customer Satisfaction Index is 76.9, 0.8 points lower than in January 2019 and its lowest level since July 2015. This is the fifth successive survey in which customer satisfaction has fallen, the longest sequence of declining scores since the UKCSI was launched in 2008.

UKCSI - January 2020 - Overall Satisfaction Graph


John Lewis is the most highly rated organisation with a UKCSI of 85.6. Download the main report to see the top 50 organisations in the UK.

UKCSI - January 2020 - Top 10


The decade retrospective identified 10 key factors that have impacted on customer experience from 2008 onwards.

UKCSI Jan 2020 Decade Retrospectivev


As we look towards the challenges of this new decade, here are some of the key learnings from the UKCSI research over the past 10 year.

UKCSI January 2020 - Decade of Learnings


About the UKCSI

The UKCSI is published twice a year in January and July. It has been conducted by The Institute of Customer Service since January 2008 and is now firmly established as the nation's customer service and satisfaction barometer.

The research is based on 45,000 customer responses representative of the UK population. There is a focus around 25 key metrics that measure the quality of customers’ interactions and relationship with organisations. 259 organisations received a UKCSI rating across 13 sectors in January 2020.

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