Amazon tops customer service list for 6th time in a row

5th July 2018

Ben Stevens

General Retail Ecommerce

Amazon has topped the UK’s Customer Satisfaction Index for the sixth year running, while retailers dominated the top 10.

According to the Institute of Customer Service’s (ICS) bi-annual survey, the ecommerce giant has remained at the top of the list once again, with a score of 86.7 out of a possible 100.

Close behind was John Lewis in second place with a score of 86.5, while fashion retailer Next came in joint third place with Yorkshire Bank scoring 86.1.

Iceland was the only grocer to make it into the top 10, climbing 26 places since the last survey, well ahead of Waitrose Food in 17^th place and Aldi and M&S in joint 23^rd place.

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Companies’ scores are based on the views of 10,000 consumers who rate them on 30 measures of customer satisfaction, like professionalism, efficiency of service and complaint handling.

“The stagnation in customer service levels should be of concern for the UK economy,” ICS chief executive Jo Causon said.

“This comes at a time when, just nine months from Brexit, we need more than ever before to show that Britain is a great place to do business with and in.

“Alongside tangible financial measures, trust, reputation and recommendation are crucial benefits of a deliberate and consistent focus on achieving high levels of customer satisfaction.

“The UKCSI shows that customers who give the highest ratings for customer satisfaction express strong levels of loyalty, which brands will need in difficult and unpredictable market conditions.”

The top 50 organisations in the July 2018 index are:

1 Amazon.co.uk

2 John Lewis Retail

3 = Next Retail, Yorkshire Bank

5 = first direct, Nationwide Building Society

7 Tesco Mobile

8 = M&S Bank, Wilko Retail

10 Iceland

11 Netflix

12 Specsavers

13 Pets at Home

14 = Greggs, Superdrug, Argos