UKCSI – The state of customer satisfaction in the UK – January 2022
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The UK Customer Satisfaction Index (UKCSI) is a national benchmark of customer satisfaction covering 13 sectors and based on 45,000 customer responses.
- The January 2022 UK Customer Satisfaction Index (UKCSI) is 78.4 (out of 100), up 1.6 points compared to a year ago
- Some of the biggest improvements are for satisfaction with complaint handling. Despite these improvements, 16.4% of customers experienced a problem, the highest rate ever recorded.
- Customer satisfaction has improved for experiences in all channels except for in writing and especially for digital channels.
- The number of customers who prefer to pay more for excellent service has grown. These customers are on average more satisfied with organisations than other customers.
- The average customer satisfaction is at least 1 point higher than in January 2021 in 10 of the 13 UKCSI sectors.
- The average customer satisfaction in the Transport sector is 75.1, an increase of 5.3 points compared to January 2021.
- 273 organisations or organisation types have received a UKCSI score. 52% of organisations in the UKCSI have improved by at least 2 points (out of 100) compared to a year ago
- The highest rated organisations are Pets at Home (86.7), first direct (85.7) and SAGA Insurance (85.5).
- Almost 60% of customers chose an organisation for at least one ethical reason. The leading ethical reasons for preferring an organisation are its focus on customer service, being a local company and commitment to environmental sustainability.
- The full report examines the key points and trends and highlights recommendations to maintain high levels of customer satisfaction, trust, employee engagement and productivity.
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Description
The UKCSI is based on an online survey of over 10,000 consumers, who are representative of the UK adult population by region, age and gender. The January 2022 UKCSI comprises 45,000 responses, 3,000 from each sector except for Transport and Utilities which include 6,000 responses each. 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. Each customer can complete the survey for up to five different sectors.
