UKCSI – The state of customer satisfaction in the UK – July 2023
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The UK Customer Satisfaction Index (UKCSI) is a national benchmark of customer satisfaction covering 13 sectors and based on 52,000 customer responses.
- The July 2023 UKCSI is 76.6 (out of 100), a drop of 1.8 points compared to July 2022 and its lowest score since 2015
- The adverse impact on customer satisfaction of problems and bad experiences has increased, compared to a year ago
- Organisations have taken longer to resolve complaints and more problems remain unresolved
- Each of the 13 UKCSI sectors has lower customer satisfaction than a year ago. The biggest decline compared to July 2022 is in the Transport and Utilities sectors
- Just 15 organisations (5% of those receiving a UKCSI score) have improved by at least 2 points compared to July 2022
- 18% of customers feel their financial well-being is poor or very poor, up from 12% in July 2022. The impact of bad customer experiences is often most acute for customers with low levels of financial well-being
- From the perspective of customers, the leading issues organisations should improve are making it easy to contact the right person to help, employee behaviours and competence, and website navigation
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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 July 2023 UKCSI comprises 52,000 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. Each customer can complete the survey for up to five different sectors.
The July 2023 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 270 organisations and organisation types, and examines the links between evolving customer expectations, behaviours and well-being and customer satisfaction.