National Customer Satisfaction Index-UK

NCSI-UK Scores & Commentary

 

About NCSI-UK Research

The Q4 2014 NCSI restail research is based on interviews with more than 6,799 customers during the fourth quarter of 2014. Customers are asked to evaluate their recent purchase and consumption experiences with the products or services of the largest companies by market share within each of the measured industries, plus an aggregate of “all other” smaller brands not measured individually by name in the NCSI. 

The survey data are used as inputs to the NCSI’s cause-and-effect model, which measures customer satisfaction quantitatively as the result of the survey-measured inputs of customer expectations, perceptions of quality, and perceptions of value. The NCSI model, in turn, links customer satisfaction with the survey-measured outcomes of customer complaints and customer loyalty. NCSI reports provide confidential industry-competitive and best-in-class data on all measured variables and customer experience benchmarks. 

 

About The NCSI-UK 

The National Customer Satisfaction Index UK (NCSI-UK) is an economic indicator of customer evaluations of the quality of products and services available to household consumers in the United Kingdom. NCSI is produced by the American Customer Satisfaction Index (ACSI), the gold-standard of global customer satisfaction indices. 

This methodology was developed at the University of Michigan and has been adopted worldwide as a leading macro- and micro-level indicator by universities, governments and countries including the United States (ACSI), the United Kingdom, Sweden, Singapore, Korea, Turkey, South Africa, Mexico, Colombia, Dominican Republic, Indonesia and Barbados. 

As a financial indicator, data have proven to predict corporate revenue and earnings growth, stock market performance, consumer spending and GDP. The survey data are used as inputs to ACSI’s cause-and-effect econometric model, which estimates customer satisfaction as the result of the survey-measured inputs of customer expectations, perceptions of quality, and perceptions of value. 

The ACSI model, in turn, links customer satisfaction with the survey-measured outcomes of customer complaints and customer loyalty. NCSI clients receive confidential industry-competitive and best-in-class data on all modeled variables and customer experience benchmarks.