John Lewis tops customer service survey

The Institute of Customer Service has found John Lewis to be the best customer service provider in the UK, while Homebase and B&Q ranked outside the top 50 organisations surveyed.

Amazon came a close second in the UK Customer Satisfaction Index, which asked 9,522 customers to give responses to their most recent interaction with a retailer.

Both John Lewis and Amazon topped the list last year. John Lewis received a good rating in the area of professionalism, with staff reported as being helpful, friendly and competent. Amazon received strong ratings in the areas ease of doing business and timeliness.

Value retailer Wilko appeared in the top 50, but had dropped 14 places on last year to 40.

As a whole UK customer service has fallen for the second year and customers are less satisfied now than they were in January 2011.

Only 10 organisations in the top 50 had improved on their performance last year.

Ceo of the Institute of Customer Service, Jo Causon commented: "There are a number of factors that could be influencing the downward trend in satisfaction.

"Customer expectations are rising and their needs are changing more quickly, with speed, convenience and being easy to do business with particularly important.

"In this environment, organisations must invest in customer insight and apply it with agility. They will also need continuously to review their customer service skills, capabilities and standards to ensure they are relevant to changing customer needs."

DIY retailer B&Q and home enhancement chain Homebase failed to make the top 50.

More information on the non-food retail sector will be released by the Institute of Customer Service within the next few weeks.

Source: DIY Week
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