B
Evidence Grade B
Graded
under review
Safe to Cite
Current
12%
12% -- customer complaints failure to keep promises for UK Customer Satisfaction Index (UKCSI) (2026)
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Lighthouse Research Team
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Source verified
Evidence graded
Value
12%
Unit
Percentage
Data Vintage
2026
Entity
Evidence Quality
B
Strong, reliable evidence
Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.
Score breakdown
Extraction
95
Source Trust
50
Citation Chain
90
Independence
30
Methodology
45
Freshness
86
Sources (3)
Institute of Customer Service
Primary
Tier A
https://www.instituteofcustomerservice.com/businesses-must-resist-short-term-defensiveness-in-uncert… ↗
Source Article
Businesses must resist short-term defensiveness in uncertain times
By Jo Causon, CEO, The Institute of Customer Service
The Institute’s twice yearly UK Customer Satisfaction Index (UKCSI) is perhaps our most revealing and comprehensive piece of research into the state and direction of standards of customer service.
So the fact that, for the first time since the beg…
Also cited by
whec.com
https://www.whec.com/
2026-08-16
thenewstack.io
https://thenewstack.io/
2026-08-16
Original Research
Institute of Customer Service
· Original study ↗
Methodology
Institute of Customer Service research
Segmentation
Channelcommon_crawl
Cite this stat
Plain Text
UK Customer Satisfaction Index (UKCSI): 12% customer complaints failure to keep promises. Source: Institute of Customer Service (2026). Via Lighthouse Intelligence -- https://lighthousedata.io/data/customer-complaints-failure-to-keep-promises-2026
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<blockquote cite="https://lighthousedata.io/data/customer-complaints-failure-to-keep-promises-2026" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>12%</strong> -- customer complaints failure to keep promises for UK Customer Satisfaction Index (UKCSI)<br><small>Source: Institute of Customer Service (2026) · <a href="https://lighthousedata.io/data/customer-complaints-failure-to-keep-promises-2026" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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