UKCSI – The state of customer satisfaction in the UK – January 2024
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The UK Customer Satisfaction Index (UKCSI) is a national benchmark of customer satisfaction covering 13 sectors and based on 59,250 customer responses.
- The January 2024 UKCSI is 76.0 (out of 100), a decline of 1.7 points compared to a year ago and 2.4 points below its January 2022 level
- Each of the 13 UKCSI sectors has lower customer satisfaction than a year ago. Utilities, Transport, Insurance and Services have declined by more than 2 points (out of 100)
- The highest rated organisations are Ocado (85.7), first direct (85.3) and John Lewis (85.1)
- 28% of customers who gave an organisation a 9 or 10 out of 10 for customer satisfaction say they will look to buy more products and services from the organisation
- 21% of customers who rated an organisation 1 – 4 for customer satisfaction said the experience had made them trust other organisations less
- 35% of customers say positive use of technology by an organisation has led them to use that organisation again but 45% say poor use of technology has made them stop using an organisation
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Description
The UKCSI is based on an online survey of over 15,000 consumers, who are representative of the UK adult population by region, age and gender. The January 2024 UKCSI comprises 59,250 customer experiences collected over during the past 9 months. Customers are asked to rate their experience of dealing with a specific organisation in the previous three months. Customers rate only one organisation per sector.
The January 2024 UKCSI shows the state of customer satisfaction in the UK, with insight about key issues and trends affecting customer experience. It includes customer satisfaction results for 13 sectors and 287 organisations and organisation types, and examines the links between evolving customer expectations, behaviours and well-being and customer satisfaction.