M&S, Waitrose tops UK Customer Satisfaction Index

Tech giant Amazon, retailers John Lewis, Marks & Spencer, Supermarkets Waitrose, Iceland and First direct were companies ranked among the top 10 in the UK Customer Satisfaction Index. The nationwide survey of around 10,000 shoppers conducted by The Institute of Customer Service evaluated over 300 companies in the UK spanning 13 different sectors.

The participants were quizzed on their experiences with the organizations they dealt with during previous three months. The criterion included professionalism, quality and efficiency to ease of doing business, timeliness, problem solving and complaint handling, as well as attitudes towards trust and reputation.

UKCSI chief executive Joanna Causon said: “This is the first UKCSI to include survey data collected since the Brexit referendum. “Customer satisfaction has continued to improve, suggesting that many organisations are performing better on some of the essential elements of customer service, especially in getting things right first time and dealing with problems and complaints.”

Amazon UK country manager Doug Gurr comented: “We always appreciate the support of our customers so we’re thrilled to start the year with such positive feedback.” “We know we can always get better, and we’re confident our investments in the UK will enable us to further improve the shopping experience for all our customers in 2017.”

The Institute of Customer Service has been compiling the UKCSI for nine years. To create UKCSI, The Institute of Customer Service runs an online survey of consumers twice a year.