John Lewis tops customer satisfaction index as Debenhams tumbles

John Lewis tops customer satisfaction index
The UKCSI is published every six months by the Institute of Customer Service (ICS) and polls 10,000 consumers across the UK. (Image; John Walton/PA Wire)
// John Lewis retains top spot in the latest UK Customer Satisfaction Index
// M&S and Aldi storm up the charts, Amazon drops down one rank
// Debenhams drops out of the top 10 after topping it this time last year

John Lewis has held onto its crown at the top of a customer satisfaction index while its rival Debenhams dropped out of the top 10 all together.

John Lewis, which scored 85.3 out of 100, also topped the UK Customer Satisfaction Index (UKCSI) back in January.

The index, published every six months by the Institute of Customer Service (ICS), polls 10,000 consumers across the UK.


This time last year, Debenhams had the top spot on the index and in January it dropped down to seventh place, but in the latest index it’s not in the top 10 at all.

Many firms have changed places in the rankings since early 2020, with some making huge jumps into the top 10 – namely Marks & Spencer.

M&S was not in the top 10 back in January, nor this time last year.

However, in the latest UKCSI M&S claims both fourth and fifth place, for its non-food and food operatings respectively.

A year ago, M&S’s food business had been ranked in 49th place.

Meanwhile, Aldi made its appearance in the top 10 for the first time and Amazon dropped out of the top five in January to sixth place in the latest index.

July 2020 rank Organisation Sector July 2019 rank Change in score
1 John Lewis Retail 4 0.0
2 Nationwide Banks 8 0.2
3 first direct Banks 1 -2.6
4 M&S Clothing & Home Retail 11 0.6
5 M&S Food Retail 49 3.0
6= Amazon Retail 6 -1.1
6= Subway Leisure 31 2.0
8= LV= Insurance 10 -0.6
8= Nationwide Insurance Insurance 26 1.4
10= Aldi Retail 24 1.0
10= Premier Inn Tourism 13 -0.1

The latest research was carried out before and during the early stages of the Covid-19 lockdown.

The report also said that overall customer service generally has “flatlined” since last year, edging down slightly compared with a year ago.

The ICS said customers’ experiences are key to business performance and the long-term survival of firms.

“There is no room for complacency. A number of brands have differentiated themselves throughout lockdown through the high levels of service they have provided, whilst others have been found wanting,” ICS chief executive Jo Causon said.

“As we move through the next stages of lockdown the pressure will build.

“The last recession saw a collapse in customer satisfaction, with an increase of both complaints and the cost to serve customers.

“Britain cannot afford the loss of productivity that will result from a dip in our hard-won status as a world leading service nation, we should learn from past mistakes to stem any decline.”

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  1. I’m slightly surprised at this, as, though a long-term fan of JL, I think their service levels have been slipping for some years now. I trust Amazon to have better service and to sort out my problems more quickly and easily than JL.


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