UKCSI Retail (Non-food) Sector – January 2025
£2,500.00
- The sector’s overall UKCSI score of 80.6 is 0.2 points higher than January 2024 and 4.5 points above the UK all-sector average.
- John Lewis is the highest rated organisation for customer satisfaction in the sector, followed by Holland & Barrett and Amazon.co.uk.
- John Lewis has the highest NPS, followed by B&M, Costco and M & S.
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.