Overview

Key findings

432k UK businesses

Indexed on trustedin.uk across all sectors, regions, and business types with sufficient data volume.

5.27M Customer data points

Text data points processed for sentiment — not star ratings. Every score represents what customers actually wrote.

130+ Cities analysed

Plus 12 UK regions, 26 London postcode zones, and 15 business categories at national level.

Five things the data makes clear about UK businesses in 2026.

The warmth score 0.84 Friendliness and professionalism — the highest sub-indicator scores in the dataset. UK businesses excel at the interpersonal.
The accountability score −0.20 The only negative figure in 30 sub-indicators. When something goes wrong, UK businesses systemically fail to own it.
Punctuality 0.15 Near-zero across 200,925 data points mentioning time and waiting. A sector-wide operational failure.
Expectations met 0.02 Customers almost never say their expectations were exceeded. The room between adequate and excellent is unoccupied.

The data points to a clear commercial opportunity. UK businesses have invested heavily in people and almost nothing in process — and the data record shows it. Warmth scores at 0.84 while accountability sits at −0.20, punctuality at 0.15, and price transparency at 0.46. For any business operating in a competitive category, closing that gap is not a reputational exercise — it is a revenue one. The businesses that rank highest in every city and sector in this dataset share a single trait: their operations are reliable enough not to undo what their staff create. Complaint pathways, ETA communication, upfront pricing, and consistent follow-through are not differentiators in most markets — they are table stakes that the majority of UK operators have not yet reached.

All scores on a scale of −1.0 to +1.0. Source: feelter sentiment analysis of trustedin.uk customer data, 2024–2026. Scores above 0.70 are considered a strong positive signal; below 0.30 indicates a structural concern.