John Lewis has emerged as one of the UK’s top performers for customer service as satisfaction levels recover across the economy, according to the latest UK Customer Satisfaction Index (UKCSI).
The department store chain was the UK’s top retailer, however ranked second overall with a score of 86.4 out of 100, just behind first direct, which topped the table on 87.0.
Telecommunication and media business Tesco Mobile came in at eight with 85.3, while Holland and Barrett and M&S (both non-food and food), followed close behind at joint tenth with 84.7.
Published twice a year by the Institute of Customer Service, the UKCSI tracks performance across 13 sectors of the UK economy. All sectors recorded higher satisfaction levels compared with last year.
The research also showed overall customer satisfaction rose for the third consecutive time, reaching 78.2 out of 100, a 2.1-point increase year on year, despite continued economic uncertainty.
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“We have entered a new world where the basics of delivering a good product or service on time are base-level expectations,” said Institute CEO Jo Causon CEO.
“Service is the differentiator, and what sets the brands at the top of the UKCSI apart is that they consistently deliver on their service promise. And when things go wrong, you can usually rely on them to put it right.”
“Service-led brands are doing well, and their advertising messages increasingly home in on the superior service they offer, helping reinforce their competitive advantage when they follow through.
“Consumers are feeling unsure about the UK economy but more optimistic about their own finances – so they are spending, but being selective about where. The best-performing organisations understand the importance of keeping promises to customers, and customers are taking note.”
Looking ahead Causon added: “The next six months will be crucial in reinforcing these latest improvements.
“It is time to continue investing in what matters – the customer, the service experience, and the people that make it happen – to drive up satisfaction, trust, repeat business, and financial returns. This is how we will return to growth, in our own businesses and for the UK economy.”
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