Join the panel and have your say in the UK CSI
UK Customer Satisfaction Index research
The UKCSI is based on a self-completion web-based questionnaire. The results are based on a representative sample of UK adults geographically and demographically. Customers score organisations across 10 sectors on each of the 20 factors that are most important to customers. They also answer a short sequence of questions about any complaints they have made and how their complaint was handled.
The questionnaire
The questionnaire is based on the top 20 Customer Priorities detailed in the Institute of Customer Service (ICS) research, customer priorities:what customers really want which is available from ICS at their online shop with an overview of results available in your say pays results. Satisfaction scores are collected at each wave, with importance scores based on those generated by the customer priorities research which will be reviewed every 2 to 3 years.
The sectors
The UKCSI collects data for all companies with a high share of the market in each segment of the private sector and the main players in the public sector. The aim is to cover over 50% of the market in each sector although, in practice, this will be more straightforward in some sectors than in others. In retail it would comprise a small number of companies whereas the services sector could involve a large number. The sectors are:
- Automotive
- Financial services
- Government
- Leisure
- Local government
- Retail
- Services
- Telecoms
- Transport
- Utilities
The geography
Results will be based on a statistically representative sample of the adult population in each of:
- The United Kingdom
- Scotland
- Northern Ireland
- Ireland
- Northern England
- Central England
- Wales
- South East England
- South West England
Reporting
The following results are reported on www.ukcsi.com which is free for anybody to access:
- UK CSI plus overall scores for each Attribute and each Customer Priority
- Sector CSIs plus scores for each Attribute and each Customer Priority
- National/regional CSIs plus scores for each Attribute and each Customer Priority
- CSIs for the highest 2-3 organisations in each sector
- Satisfaction scores for the highest 2-3 organisations on each Customer Priority
- Top level trends and conclusions about the state of customer satisfaction in the UK and Ireland (nationally and at sub-group level where pertinent) and recommendations for improving it.
To see results from the pilot customer priorities study, go to www.ukcsi.com.
Frequency
The objective is to provide fresh CSIs every six months at the beginning of January and July each year.
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