The January 2025 edition of the UK Customer Satisfaction Index (UKCSI) showcases which organisations consumers enjoy interacting with the most. The report has been put together by the Institute of Customer Service (ICS).
John Lewis finished very narrowly behind Marks & Spencer, while third place was taken by health store chain Holland & Barrett. Timpson was the highest-rated organisation in the UK, with a score of 87.2 out of 100, but is classified as a services provider rather than a retailer.
M&S also ranked among the top 10 for its non-food business.
The UKCSI breaks down companies into 13 key sectors. There are two retail categories, food and non-food. The latter performs more strongly than any other sector tracked in the UKCSI, with an average score of 80.6 out of 100, and 11 companies in the top 50 highest-rated organisations overall for January 2025.
Besides retail, another sector with many top performers is banks and building societies. Both Starling Bank and Nationwide outperformed M&S in the ranking including all organisations.
“As we enter an economically uncertain 2025, businesses should be looking to every opportunity to boost productivity and revenue”, said Jo Causon, chief executive of the ICS. “This year’s UKCSI demonstrates a compelling case for why customer service matters to the UK economy reflecting the clear relationship between customer satisfaction, productivity, and growth.
The UKCSI is published twice a year. The January 2025 edition was based on 59,000 responses by 15,000 individual consumers, representative of the UK population.
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