The Institute of Customer Service annual ranking has a new leader after John Lewis fell to its lowest point in seven years. Amazon raised one place to head the list with a score of 86.6, followed by the energy provider Utility Warehouse, a new entrant, and the HSBC-owned online bank First Direct. This is as per the figures released by the Institute of Customer Service. Waitrose placed 5th in the list whereas Aldi claimed 11th spot.
John Lewis has lost its crown as best British company for customer service and has toppled out of the top three for the first time in seven years. The retailer’s score dropped from a chart-topping 87.2 to 84.9 this year, leaving it in sixth place on the semi-annual index from the Institute of Customer Service.
John Lewis, one of the organizations that have consistently delivered excellent levels of customer service and – alongside organizations like Waitrose, Nationwide and M&S Food – has scored higher than 80 in every UK Customer Satisfaction Index since 2013,” the ICS said.
“Challenger brands, often unencumbered by legacy systems and processes, are gaining on their larger competitors by offering straightforward, personal, seamless and quick service experience,” said Jo Causon, chief executive of the Institute of Customer Service. Specsavers and Waitrose rounded out the top five. Cineworld was the highest riser among the top 50, increasing its score by eight points and climbing 115 places to the 50th slot.
Overall, the utilities sector improved the most, gaining 1.9 points on last year, closely followed by insurance companies and food retailers, which added 1.6 and 1.5 points respectively. Non-food retailers held their position as the sector with the highest satisfaction score. Banks and building societies fell by 0.4 points to an average of 78 points despite improving significantly since the banking crisis, the report found.
The top 10 companies for customer service
1 Amazon.co.uk – 86.6
2 Utility Warehouse – 86.4
3 First Direct – 85.7
4 Specsavers – 85.4
5 Waitrose – 85.0
6 John Lewis – 84.9
7 New Look – 84.3
8 SAGA Insurance – 84.1
9 Nationwide – 83.7
10 M&S Food – 83.5