Specsavers ranked number one high street retailer in customer satisfaction index
The biannual UK Customer Satisfaction Index index, which is published by the Institute of Customer Service, is based on 10,759 customer responses from 13 different sectors of the UK economy which rate businesses on professionalism, quality, efficiency, ease of doing business, timeliness, problem solving and complaint handling.
Specsavers has more than 700 stores run in joint venture partnership across the UK. As well as coming first for the high street sector, the retailer came fourth overall in the index behind online businesses Amazon, Utility Warehouse and First Direct.
Jill Clark, Specsavers' director of customer services, said: “The results of this index reflect the high standards of customer service that Specsavers customers have come to expect. We are delighted that we have maintained our high position again this year and will continue to evolve alongside the shifting priorities of our customers.
“Specsavers has invested a huge amount of time focusing on service, which we consider to be of paramount importance. We serve a huge amount of customers, but we aim for every individual to get a personal, friendly and expert service. Our stores have been working towards this by gaining feedback on customers about what we can improve - and their hard work is paying dividends.”
The UKCSI asks consumers about more than 30 measures of customer service and rank organisations on critical issues such as how much they care about customers, how open and transparent they are and whether they get things right first time.
Joanna Causon, chief executive of the Institute for Customer Service, said: “The core ingredients of excellent service - employee competence, attitudes and behaviour - have become even more significant differentiators on the UK High Street. Getting the basics right and dealing with problems and complaints effectively are pre-requisites for sustainable relationships with customers.”
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