Customers Rate their Satisfaction with the UK’s Top Performing Companies

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The Institute of Customer Service offers valuable insight into customers' satisfaction with top UK businesses.

Recent research by the Institute of Customer Service suggests that UK businesses could lose more than 10% of their customer base and potentially miss out on revenue of £2.23 billion over the next three years.

The survey, conducted in November 2011, reported that business leaders expect the war for customers to intensify and customer retention will become a critical business factor.

The Institute of Customer Service is offering organisations the opportunity to purchase reports that contain valuable customer insight into how customers are rating satisfaction.

The reports cover 13 different sectors and have been collated from data gathered from the Institute’s bi-annual UK Customer Satisfaction Index (UKCSI).

UKCSI is the national measure of customer satisfaction. The Institute gauges the quality of customer service in the UK by surveying approx 26,000 consumers bi-annually.

What information do the reports contain?

  •      Sector customer satisfaction results against the overall UKCSI
  •     Comparison table of customer satisfaction ratings for individual organisations
  •     Emerging trends in customer satisfaction
  •     Customer satisfaction index by channel; online, phone, written and fact to fact
  •     Complaint handling satisfaction scores by sector and individual organisations.

View a sample UK Customer Satisfaction Index report.

For more information about the top performing organisations by sector or to purchase the reports go to

If your organisation is not listed in the index results and you are interested in gauging the satisfaction levels of your customers, the Institute can offer you a bespoke survey. See our website for details or alternatively call our business development team on 0845 894 0889.

Notes to editors:
The Institute of Customer Service is the professional body for customer service delivering tangible benefits to organisations and individuals so that our customers can improve their customers’ experience and their business performance.

The Institute is a membership body with a community of more than 370 organisational members – from the private, public and third sectors – and over 6,000 individual memberships.

About the UKCSI
The UKCSI results are determined on a geographically and demographically representative sample of UK adults and data is collected for all organisations with a high market share in each segment of the private sector and the main players in the public sector.

Consumers are asked to rate organisations across various sectors on five key dimensions of customer service: professionalism, quality & efficiency, ease of doing business, problem solving and timeliness.

Aspects of each dimension are scored out of 10, and results are aggregated to present an overall satisfaction rating out of 100. The dimensions are based on research by the Institute into customers’ service priorities.

The 13 sectors reports available are: Automotive, Finance – banks, Finance – insurance, Leisure, Local Public Services, National Public Services, Retail – food, Retail – non-food, Services, Telecoms, Tourism, Transport, Utilities.

For further information, please contact Brian Weston, marketing and communications director, Institute of Customer Service – brian.weston(at)icsmail(dot)co(dot)uk – Tel: 01206 216180 or 07585 603446

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Fiona Brunning
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