The questions
The UKCSI is based on the 20 priorities that UK consumers say are most important to them. The survey questions, tailored slightly for each sector are:
How satisfied or dissatisfied are you with:
| professionalism |
Staff appearance |
|
Helpfulness of staff |
|
Friendliness of staff |
|
Competence of staff |
|
Treated like a valued customer |
| quality & efficiency |
Reputation |
|
Price/cost |
|
Product/service quality |
|
Billing |
| ease of doing business |
Continuity of staff |
|
Product/service range |
|
Information/advice |
|
Ease of doing business |
|
Access/appearance of premises |
| problem solving |
Handling of enquiries |
|
Being kept informed |
|
Handling of complaints |
|
Outcome of complaints |
| timeliness |
Speed of service |
|
On-time delivery/solution |
We've worked out the UKCSI scores from the answers to these questions and other, more general ones dealing with overall satisfaction and how likely customers are to stay with an organisation, recommend it to a friend and buy again.
We also ask a number of questions about how complaints are handled. The scores from these questions aren't part of the UKCSI - we report them separately.