We’re proud to celebrate our clients’ success in the latest UK Customer Satisfaction Index (UKCSI), published in July 2025. This benchmark report, compiled by The Institute of Customer Service, measures how well UK organisations are delivering on customer expectations across key sectors.
This year, customer satisfaction has risen to 77.3 out of 100, the highest level in over two years. At a time when businesses face economic pressure, evolving digital expectations, and increasing scrutiny over customer care, this marks a powerful signal of renewed focus on customer experience excellence.
Our Clients Among the Top 50 UKCSI Performers
Several of our clients have ranked among the Top 50 organisations for customer satisfaction in the UK. We are proud to support these brands with tailored mystery shopping programmes that help them understand and improve their customer experience at every level.
Here are the clients recognised in the UKCSI July 2025 Top 50:
⭐ Holland & Barrett – Ranked #6
⭐ Toyota – Ranked #15
⭐ Škoda UK – Ranked #32
⭐ Lexus – Ranked #33
⭐ Mercedes-Benz – Ranked #36
⭐ Kwik Fit – Ranked #37
⭐ Specsavers – Ranked #42
⭐ Suzuki – Ranked #42
⭐ BMW – Ranked #47
⭐ Audi – Ranked #49
These organisations have excelled across key metrics such as emotional connection, complaint handling, trust, and first-time resolution - factors that play a significant role in customer satisfaction and loyalty.
Our clients’ presence in the UKCSI Top 50 reflects their ongoing investment in customer satisfaction, operational excellence, and insight-led improvement.
How Mystery Shopping Supports Customer Experience
While many factors contribute to an organisation's UKCSI ranking, we’re honoured to support our clients’ success through mystery shopping solutions that deliver actionable insights. Our programmes are designed to:
✅ Evaluate customer service standards across in-store, online, and phone interactions
✅ Identify service gaps and training opportunities
✅ For face-to-face and phone interactions, utilise the award-winning Behavioural Measurement Score® to measure and develop the key behaviours that impact CX
✅ Provide real-time feedback to drive consistent, customer-focused improvements
✅ Benchmark performance against sector leaders and customer expectations
This structured, data-driven approach enables brands to turn everyday service moments into a competitive advantage.
Looking to Improve Your Customer Satisfaction Score?
Whether you're aiming to move up the UKCSI rankings or want to build a stronger, data-backed customer experience strategy, our mystery shopping and CX insight programmes can help. Contact us today to learn how we partner with top-performing brands to improve customer experience, satisfaction, and loyalty.
