🥁 2023 Customer Satisfaction Index (CSI) Survey Says ...

Hey CEXy Crew 👋,

Hope everyone is having a great week. It definitely feels like momentum is picking up as we edge closer to FEBRUARY 😳😳

This week, we managed to get our hands on the UK Customer Satisfaction Index Report (January 2023). The report covers 281 organisations across 13 sectors and ultimately aims to measure the lay of the land in the United Kingdom.

Some of the results surprised us a little bit and we think that is because the fieldwork was actually completed between 5th September & 3rd October 2022. Nonetheless, there were some interesting insights and we have cherry-picked the best ones for you below.

UK Customer Satisfaction Index Report - January 2023

Insight #1 - The UK Customer Satisfaction Index (UKCSI) dropped by 0.7 points to 77.7:

This decline appears to have been driven by a decrease in the satisfaction of complaints handling, declining by 3.1 points to 63.3:

Insight #2 - The Utilities sector is now the poorest performing sector, declining by 2.4 points in the last 6 months.

Looking further into the Utilities sector, average satisfaction associated with Energy companies declined by 3.8 points compared to a year ago. This was understandably driven by pricing concerns:

Insight #3 - Alarmingly, only 13% of organisations improved by 2 or more points compared to a year ago, whilst 22% of organisations fell by 2 or more points across the same time period:

Insight #4 - Complaints handling continues to be a key differentiator which separates top-performing organisations from mediocre ones:

Insight #5 - Interestingly, customers said that their current financial well-being is better than it was in January 2021:

Note: These results were captured between September-October 2022.

Insight #6 - Quality or reliability of products / services continues to grow as the largest problem being experienced by customers:

Insight #7 - Ryanair has seen a significant improvement in their UKCSI result however it still sits below their industry average:

Insight #8 - Retail (Food) companies need to continue to focus on product availability & range:

Insight #9 - Customer service and business performance outcomes are more the product of organisational culture than of specific activities, investments or technologies. UKCSI report highlights the below as a recommended service experience model:

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