Case Study - UK Customer Satisfaction Index

The UKCSI provides the data for the Institute of Customer Service.

The Survey

Every six months the Institute of Customer Service collates 26,000 responses from what people think about the service they've received from the UK's major organisations. We then collate the information and publish the results as the UK Customer Satisfaction Index.

The Results

The Institute of Customer Service publishes the UKCSI, which allows the public and organisations to gauge just how good British service is. Organisations that appear in the index can compare how they perform against others in their sector, and whether there are regional variations in their performance. They can also tell which service areas they perform well and not so well in.

Success

This information helps the Institute of Customer Service forge the way and set the standard for improving customer service in the UK. As well as the results appearing across mainstream media, the UKCSI has a high profile with Customer Service Professional and even has its own website www.ukcsi.org to share the key results.