The National Customer Satisfaction Index-United Kingdom (NCSI-UK) harnesses the proven power of the American Customer Satisfaction Index (www.theacsi.org). The NCSI-UK enables companies to benchmark customer satisfaction results with industry peers and best-in-class companies. This powerful and market-leading approach helps marketing professionals link the drivers of satisfaction and loyalty to their company's market strength and financial performance.
The NCSI-UK reports scores on a 0-100 scale at the national level and produces indices for top companies across the UK. In addition to the company-level satisfaction scores, the NCSI-UK produces scores for the causes and consequences of customer satisfaction and their relationships. The measured companies and industries are broadly representative of a significant proportion (over 50%) of UK Household Expenditure as defined by the Office of National Statistics (ONS).
The NCSI-UK uses the ACSI model, which is a set of causal equations that link customer expectations, perceived quality, and perceived value to customer satisfaction (NCSI). Satisfaction, in turn, is linked to key outcomes, defined as customer complaints and customer loyalty.