About NCSI-UK

The UK National Customer Satisfaction Index (NCSI-UK) is now live with the first set of results available. Harnessing the proven power of the American Customer Satisfaction Index www.theacsi.org, UK companies will, for the first time, be able to compare their customer satisfaction scores and drivers with their competitors, industry and national benchmarks. This powerful and market-leading approach will let 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 indexes for top companies in each of the 16 industries (including e-commerce and e-business) in a number of sectors. In addition to the company-level satisfaction scores, 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).

NCSI-UK Methodology
The NCSI-UK model is a set of causal equations that link customer expectations, perceived quality, and perceived value to customer satisfaction (CSI). Satisfaction, in turn, is linked to key outcomes, defined as customer complaints and customer loyalty.

Frequently Asked Questions
What is the UK National Customer Satisfaction Index (NCSI-UK)? Who is behind the NCSI-UK? Why was the NCSI-UK developed? How are the NCSI-UK data collected?

Economic Indicator
The NCSI-UK will be an important indicator of UK economic performance, both for individual firms and for the macro economy. Elsewhere the methodology has been shown to be predictive of both consumer spending and stock market growth.

About NCSI-UK