UKCSI Utilities Sector – January 2025
£2,500.00
- The Utilities sector’s UKCSI score of 70.0 is 0.5 points higher than January 2024 and 6.1 points below the UK all-sector average. It has the lowest average satisfaction rating of the 13 UKCSI sectors.
- UK Power Networks, Octopus Energy, Utility Warehouse and Scottish Water are the highest rated organisations for customer satisfaction.
- UK Power Networks has the highest NPS, followed by Octopus Energy and Utility Warehouse.
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.