Amazon crowned No.1 for customer service

For the third year in a row, Amazon has been crowned the number one retailer for UK customer satisfaction.

The UK Customer Satisfaction Index (UKCSI) revealed that Amazon came out on top ahead of online rival ASOS, with John Lewis third and Marks & Spencer in fourth place. Other retailers in the top ten included Waitress, Greggs the Bakers and Iceland.

Although not featuring in the top 10, Tesco was voted the most improved supermarket, recording a significant year-on-year increase of 1.2 points, attributed to an increase in the helpfulness of Tesco store staff.

Jo Causon chief executive of the Institute of Customer Service said, "It has been widely acknowledged that customer trust in Tesco suffered during the 2014 accounting scandal which saw the company lose touch with loyal patrons,” 

"This loss in trust saw record losses of £6.4 billion during 2014/15 but a renewed focus on service excellence has finally got customers back on side - this can be seen in the 2017 UKCSI, and, as shown by the company's recently announced full-year results, has paid dividends."

"The importance of the customer cannot be ignored when it comes to business success for UK supermarkets.

"With the smallest gap in customer satisfaction between the highest and lowest performing businesses out of any sector, a sustained focus on customer satisfaction will be key for business success in 2017.

"There is everything to play for and UK supermarkets cannot take their eye of the ball."

To find out more, and to download the full UKCSI report, visit: www.instituteofcustomerservice.com/ukcsi

Source: Insight DIY Team

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