THE RETAIL BULLETIN - The home of retail news
HOME
Department Stores
Electricals
Entertainment
Fashion
Food & Drink
General Merchandise
Health & Beauty
Home & DIY
Interviews
Newsletter
Property
Shopping Centres & Retail Parks
Sports & Leisure
The Papers
RETAIL INSIGHTS
RETAIL SOLUTIONS
• The HR Summit 2019
• AI in Retail Conference 2019
• Omnichannel Futures Conference 2020
• Future of Customer Engagement 2020
ABOUT
CONTACT
SUBSCRIBE FOR FREE
Amazon tops the charts for customer satisfaction

Online retail giant Amazon has come top for customer satisfaction for the second year running according to the latest UK Customer Satisfaction Index from The Institute… View Article

GENERAL MERCHANDISE

Amazon tops the charts for customer satisfaction

Online retail giant Amazon has come top for customer satisfaction for the second year running according to the latest UK Customer Satisfaction Index from The Institute of Customer Service.

ASOS, the online fashion retailer, came in second place followed by John Lewis, M&S Food and Waitrose. Other retailers in the top ten included Greggs and Iceland.

Published twice a year, the UKCSI rates customer satisfaction after taking into account the views of 10,000 consumers on considerations such as staff professionalism, quality, efficiency and complaint handling.

In the most recent survey, non-food retailers performed strongest out of all sectors with an average score of 82.5. Amazon and ASOS scored 87.3 and 85.8 respectively.

The food retail sector had an average score of 81.3 with M&S scoring highest with 85.0. Tesco was the most improved supermarket chain, increasing its rating by 1.2 points.

Across the board, average customer satisfaction scores improved by 0.8 year-on-year to 77.8 in January 2017. Consumers aged 65 and over were found to be the most ‘satisfied’, with those aged 25 to 34 the least.

Despite the positive results, the UKCSI also shows that the gap between the highest performing organisations and the lowest is narrowing.

Jo Causon, chief executive of The Institute of Customer Service, said: “Generally speaking, it’s been a better year for customer service, with consumers telling us that businesses are improving overall experiences by getting things right first time and dealing with complaints faster and more efficiently.

“However, these factors do not necessarily translate into customer loyalty and recommendation. Just being ‘good’ is no longer good enough, and organisations should think about how they can deliver outstanding service at all times.

“With 51% of people saying that it has taken them more than two attempts to get a problem fixed, the evidence suggests that customers still feel that they’re spending too much time and effort dealing with businesses. To turn this around a greater focus should be given to making things easier and less cumbersome for customers.”

Causon said companies need to achieve more consistency across different channels as well as engagement through digital methods such as email, text, apps and webchat functions.

She added: “These are the channels through which it’s most difficult for customer service staff to show empathy. Organisations therefore need to make sure that their staff are highly engaged and highly skilled, as every customer interaction – regardless of the channel it’s on – counts towards business performance.”

Email this article to a friend

You need to be logged in to use this feature.

Please log in here

Subscribe For Retail News

RETAIL EVENTS

The HR Summit 2019
The HR Summit 2019
8 October 2019
Hallam Conference Centre, London W1W 6JJ
Company values, collaboration with employees and driving a major HR transformation to create a truly omnichannel experience, need to be at the heart of the organisation's culture and brand
AI in Retail Conference 2019
AI in Retail Conference 2019
16 October 2019
Cavendish Conference Center, London W1G 9DT
SENIOR-LEVEL FORUM FOR HEADS OF MARKETING, DIGITAL, ECOMMERCE AND CX
Omnichannel Futures Conference 2020
Omnichannel Futures Conference 2020
5 February 2020
Cavendish Conference Centre, London WG1 9DT
A truly omnichannel offering requires an understanding of customer behaviour across all shopping channels and how this should impact your overall business strategy
Future of Customer Engagement 2020
Future of Customer Engagement 2020
10 June 2020
Cavendish Conference Centre, London W1G 9DT
The 11th Annual Retail Customer Engagement Conference