Customers have given Gateway Qualifications an overall Customer Satisfaction Index score of 88.9 out of 100 in an independent Business Benchmarking survey conducted by The Institute of Customer Service.
Business Benchmarking survey results
The headline results included:
- Overall Customer Satisfaction Index score of 88.9
- Net Promoter Score of 64, reflecting customers’ willingness to recommend Gateway Qualifications
How Customers Describe Gateway Qualifications
Customers also used five standout words to describe Gateway Qualifications:
- Supported
- Happy
- Satisfied
- Reassured
- Professional
As well as recognising areas of strength, the benchmarking provided valuable insight into where we can continue to enhance the customer experience.
Customer Satisfaction Across Contact Channels
Customers reported high levels of satisfaction across all our customer contact channels, scoring their experiences with Gateway Qualifications out of 100 when interacting with us via:
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- Video calling: 96.3
- In-person interactions: 90.4
- Phone support: 87.4
- Email support: 87.2
- Website experience: 86.6
What These Results Mean for Our Customers
Fabienne Bailey, CEO at Gateway Qualifications, said:
“We’re absolutely delighted with the results. Hearing words like ‘supported’ and ‘happy’ used to describe Gateway Qualifications is something every colleague can feel proud of.
Working with the Institute of Customer Service gives us an independent benchmark that helps us understand where we’re delivering value and where we can do even better. These results are a testament to the dedication of our people.The insights we’ve gained will help shape future improvements across the organisation, ensuring we continue to provide excellent support while making every interaction with Gateway Qualifications as helpful and positive as possible. We’re proud of what we’ve achieved, and we’re excited to keep learning from our customers as we continue to raise the bar.”
We’re committed to providing excellent customer service and support at every stage of your journey with us.
Visit our Customer Charter – Committed to You page
UK Customer Satisfaction Index
To put these results in context, the January 2026 UK Customer Satisfaction Index (UKCSI) reported a UK all-sector average score of 78.2. The Business Benchmarking survey and UKCSI are separate surveys with different participant groups, sample sizes and methodologies, but the comparison provides useful context for understanding customer satisfaction performance.
The survey assessed a wide range of customer experience measures. It also placed Gateway Qualifications in the top quartile of the anonymised business-to-business organisations included in the benchmarking report.
What is the Customer Satisfaction Index
The Customer Satisfaction Index (CSI) is an overall measure of customer satisfaction with an organisation, based on their responses to a range of customer experience measures. The score is expressed out of 100, with higher scores indicating higher levels of customer satisfaction. The Institute of Customer Service explains the UK Customer Satisfaction Index on its website.