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Benchmark Reports

Our benchmarking data captures customers’ perceptions of a wide range of industry sectors.

How to use this customer satisfaction survey data

  • Compare customer satisfaction levels across a range of sector
  • Understand how customer repurchase intent is linked to their satisfaction
  • Discover the interactions with your company that frustrate or delight customers
  • See where your company sits in relation to competitors in your sector
  • Identify areas of customer service improvement

About the Benchmarking Surveys

We champion great service through understanding service provision, customer needs and drivers of customer loyalty. Our customer satisfaction benchmarking data supports this understanding through gauging different sectors’ performance.

The surveys are conducted across UK-based participants across a variety of sectors. Respondents are asked to provide customer satisfaction and customer effort ratings, as well as answer questions about their loyalty and recommendation intentions relating to interactions with different service providers.

Sectors covered include:

  • Retail
  • Online Retail
  • Banking
  • Airlines
  • Automotive
  • Insurance
  • Distribution
  • Telecoms
  • Utilities
  • Hospitality

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For further information about our research, or to commission your own sector- or company-specific survey, contact us using the form below.

Archive of summary reports and sector spotlights

Customers Name the UK's Best and Worst Financial Services Providers Customers Name the UK's Best and Worst Financial Services Providers

April 28th 2018

TTi Global's latest customer satisfaction survey uncovers the companies at the top and bottom of the list, as well as the interactions which delighted, or infuriated, customers the most.

Key Drivers of Employee Engagement Revealed Flexibility, Teamwork, Empowerment – Key Drivers of Employee Engagement Revealed

March 23rd 2018

Latest employee satisfaction benchmarking data – from December 2017-January 2018 – highlights that employees across multiple industries crave empowerment and value flexibility and teamwork.

Sector Satisfaction: Telecomms Versus Utilities  - Results Revealed

Sector Satisfaction: Telecomms Versus Utilities - Results Revealed

March 14th 2018

Neither the Telecommunications nor Utilities sectors in the UK are famous for an outstanding customer experience, but how do they compare?

Research Shows ‘Close Team Working’ is Biggest Driver of Employee Engagement Research Shows ‘Close Team Working’ is Biggest Driver of Employee Engagement 

February 5th 2018

Findings from TTi Global’s UK Employee Benchmark Survey reveal the key driver of employee engagement is ‘working closely with your immediate team’.

UK Customer Satisfaction Benchmark Survey June - Nov 2017

Latest Customer Satisfaction Survey Results – June - Nov 2017

January 15th 2018

Figures from TTi Global’s latest UK Customer Satisfaction Benchmark Survey comparing customer experiences with service providers uncovers more interesting consumer insights. Here we reveal which sectors are delivering the best and worst customer service and what companies can do to generate higher customer satisfaction and loyalty.

Sector Spotlight: UK Retail Customer Satisfaction Benchmark Data

January 8th 2018

Comparing customer satisfaction scores across top brands in online, premium and supermarket retail. Which UK retailers are winning for customer satisfaction?

Sector Spotlight: Customer Satisfaction Benchmarking in the Telecoms Sector Sector Spotlight: Customer Satisfaction Benchmark Survey for the Telecoms Sector

November 7th 2017

Our latest customer satisfaction benchmarking data shows that customer service in the UK's Telecommunications sector was perceived as worse than that provided by the Utilities sector.

Customer Satisfaction Benchmark Survey: June - August 2017 Customer Satisfaction Benchmark Survey – How Did Your Sector Do?

October 17th 2017

Read the top findings from TTi Global’s latest Customer Satisfaction Trend Survey (Jun-Aug 2017), which captures customers’ perceptions of sectors that include Automotive, Utilities, Leisure and Retail.

Sector Spotlight: Utilities - Customer Satisfaction Becnhmark Data in the Utilities Sector Sector Spotlight: Customer Satisfaction Benchmark Data in the Utilities Sector

October 5th 2017

New customer satisfaction research by TTi Global on customers’ perceptions of their utilities providers shows that the ‘higher the customer effort, the lower the customer satisfaction’.