Timpson tops UK customer satisfaction rankings as service failures cost £7.3bn monthly
New UK customer satisfaction rankings revealed: Timpson tops the table while service failures cost UK economy £7.3 billion monthly
The latest UK Customer Satisfaction Index (UKCSI) report highlights a persistent low in customer satisfaction, with the all-sector average standing at 76.1 out of 100—nearly unchanged from the previous year. The report, conducted by the Institute of Customer Service, evaluates over 260 leading businesses and identifies significant opportunities for businesses to improve service and boost economic growth.
Top Performers in Customer Satisfaction (January 2025):
- Timpson (Services) – 87.2
- Starling Bank (Banks & Building Societies) – 86.5
- Nationwide (Banks & Building Societies) – 86.0
- M&S (Food) (Retail – Food) – 85.8
- John Lewis (Retail – Non-Food) – 85.5
Four banks, including Starling Bank, Nationwide, first direct, and Monzo, ranked among the top 10, alongside notable retail performers such as M&S (Food), John Lewis, and Amazon.co.uk.
Never Miss a Retail Update!Key Findings:
- Service failures are costing UK businesses £7.3 billion per month, with employees spending an average of four days per month resolving issues.
- Customer satisfaction remains highest in the Retail (Non-Food) sector, scoring 80.6, followed by Banks and Building Societies at 80.0.
- Retail (Food) improved slightly to 79.9 but continues to face challenges such as product availability and staff competence.
- The report finds 31% of customers are willing to pay more for excellent service, presenting growth opportunities for businesses prioritising customer satisfaction.
Sector-Specific Insights:
- Retail (Food): Customer satisfaction improved by 0.6 points year-on-year, but issues with availability and product quality remain critical.
- Retail (Non-Food): Continues to lead the satisfaction index with the lowest problem rate (10.6%) since July 2016.
- Online and app experiences scored highest in both sectors, highlighting the importance of digital innovation.
Jo Causon, CEO of the Institute of Customer Service, stated:
“As we navigate economic uncertainty in 2025, businesses have a clear opportunity to enhance productivity and growth by prioritising customer satisfaction. This year’s UKCSI underscores the strong link between exceptional service, financial performance, and long-term growth.”
For more information on the UKCSI and to explore insights into customer satisfaction trends, click here.
