National Customer Satisfaction Index Results: UK Declines
Q2 Winners, Losers, and Economic Implications
Download full results and commentary
LONDON (September 1, 2009) – Consumers are slightly less satisfied in the second quarter of 2009, according to National Customer Satisfaction Index (NCSI-UK) results released today. Customer satisfaction dips by 0.1%, now 72.9 on a 100 point scale. The small drop is largely due to declining customer satisfaction in the automobile industry, which - despite economic conditions- still accounts for a considerable portion of overall consumer spending. Even though the NCSI shows a decline in satisfaction, the dip is slight enough to suggest a slowing of the contraction of the economy. In fact, Gross Domestic Product fell only 0.8% in the second quarter of 2009, compared with a 2.4% drop in the first quarter.
Key Findings:
Consumers are considerably less satisfied in the UK than they are in the United States; the American Customer Satisfaction Index (ACSI) score for the same period is 76.1. In the UK, customer satisfaction with automobiles declines 1.3% to 76. Customer satisfaction with full service restaurants declines by 2% to 79, but the fast food industry maintains a score of 73. Among individual companies, decliners outnumber gainers by a small margin: 33% have better customer satisfaction since last year, 42% decline, and 25% are unchanged.
Customer Satisfaction Winners and Losers:
• Toyota leads, improves 4% (score of 83) to overtake BMW for #1 in customer satisfaction.
• BMW falls 3% to third place (78), beaten by Volkswagen (79) for the first time.
• Ford slips 3% behind to tie with Peugot (73).
• Renault has the lowest customer satisfaction (72) in the automotive industry.
• Starbucks leads the limited service restaurants with a score of 75, a 4% gain from last year.
• Costa debuts on the Index with a score of 72.
• Burger King shows the biggest decline, dropping 4% to 67.
• McDonald’s shows a slight gain to 66, but remains at the bottom. Consumers now rate the chain as highly as Starbucks on value for the price.
About the NCSI-UK
The National Customer Satisfaction Index - UK is a national economic indicator of customer evaluations of the quality of products and services available to household consumers in the UK. It is updated each quarter with new measures for different sectors of the economy replacing data from the prior year. Second quarter results are based on econometric modelling of survey data from more than 4,000 respondents. The overall NCSI score for a given quarter factors in scores from the leading companies in 16 industries over the previous four quarters. The NCSI – UK is a sister initiative of the American Customer Satisfaction Index (ACSI) and is produced by CFI Group.
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