The latest results from the bi-annual UK Customer Satisfaction Index survey have been announced by the Institute of Customer Service. Learn more about the UKCSI and how it acts as a national barometer of customer satisfaction across multiple industries and organisations.
About the UKCSI
Launched in 2008, the UK Customer Satisfaction Index (UKCSI) from the Institute of Customer Service calculates an overall score based on how customers rate organisations across 26 measures. These are categorised into one of five dimensions of customer satisfaction: Experience, Complaint Handling, Customer Ethos, Emotional Connection and Ethics.
Overall Scores
The current overall index score is 78.3 out of 100, representing a one-point increase on July 2025 but just 0.1 points higher than in January 2026. Scores improved year-on-year across the five dimensions of customer satisfaction:
- Experience scores the highest (79.8, up 1.4 since July 2025).
- Complaint Handling registered the most improved score (63.8, +4.0).
- Customer Ethos continues to perform strongly (77.6, +1.0).
- Emotional Connection improved year-on-year (77.4, +1.1).
- Ethics also saw gains (76.6, +1.2).
By Sector
The latest results show that Banks & Building Societies leapfrogged Retail (Non-Food) as the highest performing sector for customer service for the first time since the index's inception. Banks & Building Societies posted a 0.4 increase in overall satisfaction since January 2026, a 0.9 increase on last year. Retail (Non-Food) has fallen 0.5 points since July 2025. Of the 13 sectors tracked, six have improved by more than one point in the last 12 months: Automotive (+1.2), Insurance (+1.2), Telecommunications & Media (+2.2), Transport (+1.8), Public Services (Local) (+1.3), and Utilities (+2.0).
By Organisation
Of the 277 organisations included in the UKCSI, 76 have improved their score by at least two points in the past 12 months. The 10 highest-scoring organisations span several sectors, with scores ranging from 87.3 to 84.4. Top of the tree is Nationwide, followed by John Lewis, First Direct, Jet2holidays.com, M&S (food), Specsavers, Hays Travel, Petplan, PayPal and UK Power Networks.
The last named organisation reflects the overall improvement in satisfaction with energy companies. Six of the 11 energy companies named in the UKCSI boosted their score by at least three points compared to a year ago. Satisfaction with water companies is relatively unchanged.
Drivers of Customer Satisfaction
Top companies outperform on the five key dimensions of customer satisfaction. This gap is biggest with Complaint Handling. The top 10 organisations score 74.6 for Complaint Handling with remaining organisations achieving a 64.8 score, a 9.8 point gap. This difference can be costly to a brand's reputation and likelihood of attracting future customers. The July 2026 results found that 64.7% of the top 10 are highly likely to be recommended, compared to just 45.2% of the remainder.
Customer Finances
Financial wellbeing and sentiment plays a big role in consumer confidence. Currently, 38.9% of customers agree that their family's finances will be better in 12 months' time, compared to 42.7% in January 2026. Those with the greatest financial wellbeing are feeling more pessimistic than those who were already concerned about their finances. 56.9% of this cohort believe they'll be better off in a year, a 5.5% decrease compared to the start of 2026.
Customer Values
Factors of importance vary by level of financial wellbeing. Understandably, customers with poor/very poor financial wellbeing are more likely to be value and price driven compared to 12 months ago. In fact, 36% of those with low financial wellbeing say that 'best price' has become more important, compared to 23% of those with very good/good financial wellbeing. Having 'someone I can speak to if I need to' is also more important to those with very poor/poor financial wellbeing, with 'quality of product/service' prioritised by those with very good/good financial wellbeing.
What Would Customers Pay Extra For?
On average, 34.4% of customers prefer excellent service, even if it costs more. With regards to specific features, willingness to pay more for factors such as speed/convenience, a personalised service and environmental sustainability has dipped since January 2026. Speed and convenience is still seen as the most desired service but also saw the biggest fall (-1.3) since the previous survey.
Consumers Making a Major Purchase
Consumer confidence is falling with only 24% of the opinion that now is a good time to make major purchases, compared to 28% in January 2026. Conversely, 35.6% consider it a bad time to buy a big ticket item, up from 31%, with 40.3% unsure.
Recommendations for Organisations
- Personalised Care
- Harnessing artificial intelligence
- Investing in quality and value
- Trust, transparency and reputation
- Right first time experiences, problems and complaints
- Engaging the workforce of today and tomorrow
- Resilience and risk management
- Wider societal impact
- Leadership, culture and long-term focus
About Whistl Contact Solutions
Whistl Contact Solutions provides outsourced customer service and call centre services to help you boost your company’s customer service, loyalty, and success. Our omni-channel and multi-channel solutions include inbound and outbound customer service support through channels like phone, email, social media, and live chat.
Get in touch to find out more about UK-based solutions that deliver human and empathetic service, driving real results.
Figures taken from last update in July 2026
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