John Lewis heads UKCSI league table for outstanding customer service
Retailer John Lewis is at the top of the UK Customer Satisfaction Index (UKCSI) for July 2013.
Using over 30,000 responses from around 9,000 individuals, the UKCSI rates companies on the actual experiences of their customers. This helps businesses to see trends in customer service, focus on what’s most important to customers and refresh, amend or update their policies to make sure they are always giving the best possible service.
Customer service gap between sectors
John Lewis represents one of the sectors with highest customer satisfaction – the retail (non food) sector. With a score of 84.4 out of 100, the sector was over 13 points ahead of the lowest scoring sector – Utilities. John Lewis was at the top of the table despite dropping nearly two full points in its overall score to 90.8, and partner company Waitrose came in third, with a score of 88.5, just half a point behind second-placed Amazon.
Retail sets customer service standards
Of the ten top performers, seven are in retail: John Lewis, Amazon, Waitrose, Marks & Spencer, Aldi and Iceland. M&S held 5th spot for its non-food retail and 6th for its food service. Both first direct and The Co-operative bank are in the top ten, as was car maker Skoda.
More work to do on customer satisfaction
Whilst the leaders can be pleased with their performance, the fact that many of them had lower scores than in January 2013 shows that there are still improvements to be made, particularly when businesses need to attract buyers in difficult economic times. Good customer service encourages repeat business and boosts your reputation, doing more for your business with comparatively little investment.
If you’re ready to make great customer service the defining difference between you and the competition, give us a call today.