UK customer service hits six-year high as shoppers reward quality brands
Customer service standards in the UK have climbed for another six months, reaching a score of 78.2 out of 100. The latest UK Customer Satisfaction Index (UKCSI) shows growing confidence in service-led brands, with some companies making significant gains. First Direct remains the highest-rated firm, while more shoppers are now prepared to pay extra for better treatment.
The Institute of Customer Service publishes the UKCSI twice a year, tracking 13 sectors through 60,000 consumer responses. First Direct leads the rankings with a score of 87, followed by John Lewis (86.4), Hays Travel (86.2), Nationwide Building Society (86.1), and Jet2Holidays (85.8). These brands have consistently topped the list by focusing on service quality.
PetPlan and On The Beach saw the biggest improvements, rising by 10.6 and 10.4 points respectively. The survey also revealed that 32% of consumers now prioritise value for money when judging satisfaction. Additionally, 36% of shoppers are willing to pay more for excellent service—up from 31% last year. First Direct is currently offering £175 to new current account customers, while Nationwide rewards eligible members with a £100 'Fairer Share' payment. Despite economic concerns, two in five consumers expect their personal finances to improve over the next year, though only a third feel optimistic about the wider UK economy.
The UKCSI results highlight a clear trend: customers increasingly reward companies that deliver strong service and value. With satisfaction scores rising and more people willing to pay for quality, brands like First Direct and John Lewis continue to set the standard. The next survey will show whether this upward movement holds as economic pressures evolve.
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