The Top 10 Companies for Customer Satisfaction

The 2017 UK Customer Satisfaction Index (UKCSI) has just been published and Amazon has once again retained its overall top position for the third consecutive year in the poll of more than 10,000 shoppers. The Index is published each year by the Institute of Customer Service.
Amazon was followed by First Direct, John Lewis and, while Subway and Next were joint fifth. 
But interestingly, the cut-price supermarket Aldi has now overtaken Marks & Spencer and Waitrose as the best performing supermarket for customer satisfaction. The report noted that Aldi had made the biggest gains among the supermarkets in sales and market share, while the three supermarkets with the lowest customer service levels (Tesco, Asda and the Co-op) saw small drops in market share.
Eight of the 20 ‘most improved’ organisations were utilities companies, but the biggest improvement was from train operator London Midland, which rose 9.1 points to score 80.3 out of 100.
The UKCSI report found that more than one in four consumers (28%) favoured excellent service, even if it meant paying more, compared with 15% who always wanted the cheapest deal. This provides further proof of what we have been saying for a long time on this blog, that people are prepared to pay more for a product or service if the seller also provides exceptional customer service.
Jo Causon, CEO of the Institute of Customer Service said: “Many organisations have woken up to the need to respond to more savvy, confident customers, who are clear about what they want and what they will pay for. However, in many cases relationships are too transactional and organisations are failing to create the sort of relationship that leads to loyalty, advocacy and sustained business growth.”
“Business leaders need to reflect on the fact that customer priorities are changing. Failure to do so increases the risk that organisations will sleep-walk into a situation where the investment they make in customer service no longer delivers the sort of return that is necessary for long-term business success.”
The Top 10 organisations for customer satisfaction according to the 2017 Index are:
2. First Direct
3. John Lewis
5= Subway
5= Next
7= Aldi
7= Greggs
9= Nationwide
9= M&S Bank

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