Methodology
The UKCSI is based on the results of an online questionnaire that is completed by a representative sample of UK adults. Customers are asked to rate organisations across various sectors on each of the factors considered most important. They are also asked about any complaints they’d made and how the organisation handled them.
The underlying research
The UKCSI is based on the top 20 customer priorities described in the report Customer priorities: what customers really want, which is available to buy from ICS.
You’ll find the full list of questions here.
The ICS research found that the top ten from these priorities are:
- Overall quality of the product or service
- Being treated as a valued customer
- Speed of service
- Friendliness of staff
- Handling of problems and complaints
- Handling of enquiries
- Competence of staff
- Ease of doing business
- Being kept informed
- Helpfulness of staff
Satisfaction scores are collected every six months when the survey is repeated, while importance scores are the ones generated by the customer priorities research. This research is reviewed every two to three years.
Geography
Results are based on a representative sample of adults in each of these areas:
- The United Kingdom
- Scotland
- Northern Ireland
- Wales
- Northern England
- Central England
- Southeast England
- Southwest England
Frequency
This information will be updated every six months – once at the beginning of January and again in July of each year.