• Which? customer service poll reveals 2017 best and worst brands

    960 640 Stuart O'Brien

    Consumer watchdog Which? has revealed its best and worst brands for customer service, with First Direct, Lakeland and Lush all topping the polls for 2017.

    The survey, carried out with more than 3,000 Which? customers, found that First Direct ticked all the right boxes when it came to customer service, finishing ahead of cosmetics retailer Lush, with kitchenware store Lakeland in third position.

    The poll asked members of public to rate up to three brands on their customer service experience.

    First Direct took the top position after 63% of those polled said that the customer service staff’s attitude was “excellent”.

    Retailers, including Debenhams, HMV, Ikea and Mothercare, were also among those polled, with an average customer service score of 77%. Lush and Lakeland were the highest scoring retailers, with Sports Direct the lowest-scoring, with those polled citing poor staff attitudes at the sports retailer.

    Telecoms firms didn’t fare well, with most of the big brands finishing in the lower section of the table. Virgin Media, TalkTalk and energy firm Npower shared 94th position, although Vodafone finished in 9th place. BT missed the poll this year due to a discrepancy in the data collected.

    The best brands stood out due to having friendly, helpful staff, with 53% of those polled saying it was one of the things valued most during the customer service experience.

    The full list can be viewed here


    Stuart O'Brien

    All stories by: Stuart O'Brien

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