Consumers place John Lewis at top of satisfaction survey

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8th July 2020 15:12 - Retail

Consumers place John Lewis at top of satisfaction survey: The retailer, John Lewis, has ranked number one in a nationwide customer satisfaction survey, retaining the top spot it achieved back in January. 

The UK Customer Satisfaction Survey polls 10,000 consumers every six months, asking about experiences of around 250 organisations across 13 sectors including transport, utilities and retail. The research covers 25 metrics including experience, ethics, customer ethos and complaints. The latest survey was conducted just before and in the early stages of the coronavirus pandemic

While John Lewis retained its number one ranking for overall satisfaction, Nationwide Building Society moved into second position, causing First Direct to fall into third place (from the number two spot in January). 

Marks and Spencer (non food) and Marks and Spencer food secured the fourth and fifth positions in the July 2020 survey - a change from just six months ago when neither made the top ten. Interestingly, just 12 months ago Marks and Spencer food ranked way down the index , just inside the top 50, in 49th place. 

In 6th place was (also 6th in July 2019), followed by Subway (up from 31 in July 2019), LV= insurance (up from 10th in July 2019), Nationwide Insurance (up from 26th in July 2019), Aldi (up from 24 in July 2019) and Premier Inn (up from 13th in July 2020). 

It was noted in the report that customer service has taken a slight dip since last year, but has generally ‘flatlined’. 

The poll showed a polarised response from consumers, with satisfaction in some sectors improving, with leisure emerging as the highest rated sector overall. It also showed that tourism brands have recorded their highest ever number of consumers reporting issues (13%). 

Jo Causon, CEO at UKCSI said:

"The latest UKCSI results show there is no room for complacency. A number of brands have differentiated themselves throughout lockdown through the high levels of service they have provided, whilst others have been found wanting."

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