Customer Centricity in the UK

Customer Centricity in the UK

17 March 2016

What are the most effective levers for building customer loyalty?
The dunnhumby Customer Centricity Index (CCI) measures customers’ perceptions of how well retailers meet their needs and wants.
The study, based on more than 22,000 consumer observations, evaluated more than 50 of the UK’s leading retailers against 60 attributes of the customer experience. We asked questions that addressed all factors that might influence customer opinion, such as in-store experience, price perceptions, appeal of promotions and quality of customer service. These factors make up the 7 Pillars of Customer Centricity that dunnhumby has identified as most important to long-term loyal customer growth.


  • 2016 CCI report available here.
  • 2017 CCI report available here.



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