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The nation's customer service barometer

The UK Customer Satisfaction Index (UKCSI) is the national barometer of customer satisfaction published twice a year by The Institute of Customer Service since 2008. It is an independent, objective benchmark of customer satisfaction on a consistent set of measures on over 279 organisations and organisation types in 13 sectors.

In this UKCSI, we assess how customer experience, behaviours and preferences have changed. The research includes key learnings and implications for organisations.