UKCSI – The state of customer satisfaction in the UK – January 2025
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The January 2025 UKCSI is 76.1 (out of 100), almost the same level as a year ago (76.0) and 0.3 points higher than in July 2024:
- 21% of customers said they had increased their spend with the organisation they rated in the UKCSI, as a result of the service they received from that organisation
- Problems and service failures cost UK organisations £7.3 billion per month
- Factors that show the strongest correlation with high levels of customer satisfaction relate to emotional connection and perceptions about an organisation’s customer ethos, care for customers, openness, transparency and reputation
- When asked directly if the organisation they answered questions about in the UKCSI genuinely cares about them as a customer, 64% of respondents agreed, 18% disagreed and 18% were unsure
- Customers are more likely to feel that organisations’ use of technology in customer service has improved rather than got worse in the last year, but many are uncertain or cautious
- 12 of the 13 UKCSI sectors are either unchanged, or have moved by less than 1 point, compared to January
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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 2025 UKCSI comprises 59,500 customer experiences, and each UKCSI incorporates two sets of data to create a rolling measure of customer satisfaction. The January 2025 UKCSI includes responses from surveys conducted between 11 March to 12 April 2024 and 12 August to 16 September 2024. 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 2025 UKCSI shows the state of customer satisfaction in the UK, with insight about key issues and trends affecting customer experience and examines their latest financial results. It includes customer satisfaction results for 13 sectors and 278 organisations and organisation types, and examines how customer attitudes and buying behaviours are influenced by perceptions about business practices and reputation.