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Customer Satisfaction

Amazon still top of UK customer satisfaction index

 960 640 Stuart O'Brien
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Amazon is still number one in the UK Customer Satisfaction Index (UKCSI), published by The Institute of Customer Service.

With a customer satisfaction score of 86.7 points (out of 100) this is the sixth consecutive time consumers have rated Amazon number one.

Eight non-food retailers make up this year’s top 20, and the retail sector performed better than any other boasting an average score of 82.2, against a backdrop of challenges that continue apace for High Street brands.

The food retail sector performed best after non-food retail with an average score of 81.2. Iceland took the top spot for the first time, whilst also claiming the title of most improved supermarket, having climbed 26 places in the rankings in just six months.

Four financial institutions made the top 10 organisations, with Yorkshire Bank scoring highest, followed by First Direct and Nationwide. The banking sector overall performed better than ever before, reaching a score of 80.4 and exceeding the UK all sector average score of 77.9.

The Institute warns that “survival of the fittest will be driven by how well customers are served”. After a steady increase in the first five years of the last decade, the latest UKCSI shows levels of UK customer satisfaction across all brands peaked in 2012/13 and have largely plateaued since.

The UKCSI is the national measure of UK customer satisfaction. It rates customer satisfaction at a national, sector and organisational level across 13 sectors – incorporating the views of 10,000 consumers. More than 30 different customer measures are surveyed – such as staff professionalism, the quality and efficiency of the service, trust and transparency scores, the actual customer experience and complaint handling – are factored into the results. It is published twice a year, in January and July.

Jo Causon, CEO of The Institute for Customer Service said: “The stagnation in customer service levels should be of concern for the UK economy. This comes at a time when, just nine months from Brexit, we need more than ever before to show that Britain is a great place to do business with and in.

“Alongside tangible financial measures, trust, reputation and recommendation are crucial benefits of a deliberate and consistent focus on achieving high levels of customer satisfaction. The UKCSI shows that customers who give the highest ratings for customer satisfaction – express strong levels of loyalty, which brands will need in difficult and unpredictable market conditions.”

This UKCSI’s top organisations are rated favourably for measures of customer effort, trust, ease of contact, employee helpfulness and competence, speed of response, getting things right first time and complaint handling.

The top 50 rated organisations in July 2018’s UKCSI are:

1. Amazon.co.uk

2. John Lewis Retail

3. = Next Retail, Yorkshire Bank

5. = first direct, Nationwide Building Society

7. Tesco Mobile

8. = M&S Bank, Wilko Retail

10. Iceland

11. Netflix

12. Specsavers

13. Pets at Home

14. = Greggs, Superdrug

16. = Argos, Trivago, Waitrose Retail

19. Nationwide Insurance

20. = Green Flag Services, Jet2holidays.com

22. Aviva

23. = Aldi, M&S (food)

25. = Jet2. LV=

27. Halfords autocentre

28. = eBay, Premier Inn

30. SAGA Insurance

31. Santander

32. M&S

33. = Holland & Barrett, Honda, Kia

36. Caffe Nero

37. = Brittany Ferries, Jaguar

39. = Apple, booking.com, Co-op Insurance, Mini, TSB

44. = giffgaff, More Than, Primark

47. Halifax

48. = Lidl, Subway, Toby Carvery

Industry Spotlight: Customer satisfaction in telecoms industry ‘on the up’, despite remaining the lowest ranked sector…

 800 450 Jack Wynn
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Continuing the ‘ongoing upward trend’ in satisfaction since 2011, overall customer satisfaction in the telecoms sector has reportedly increased in the last 12 months, according to the UK Customer Satisfaction Index (UKCSI) published by The Institute of Customer Service.

The UKCSI, which analyses customer satisfaction levels across 13 ‘key’ industries, has given the UK telecoms sector a customer satisfaction rating of 72.9 out of 100; 1.2 points higher than its recorded score in the same report the previous year – however still remains the lowest ranked sector.

The Index provides fundamental insights into key metrics – such as complaints, trust and changing channel use — and this year, the sector has experienced improvements in measures including the speed of service for face-to-face contact with customers; as well as the ease in getting through to companies on the phone. Nonetheless, telecom continues to generate the highest number of complaints, with 20 per cent of customers having experienced an issue.

Although this has dropped by 2.6 per cent over the past year, the figure is still much higher than the UK average of 12.5 per cent.

Analysts found a total of eight organisations within the sector have made significant improvements, with only one demonstrating a fall in customer satisfaction. Giffgaff tops the tables as the highest scorer in the industry, with Tesco Mobile considered as the most improved.

CEO of The Institute of Customer Service, Jo Causon, said: “’Getting it right first time’ has to be a prerequisite for any organisation. Customers expect to be dealt with quickly and competently – as soon as they start to feel let down or ignored, their trust is lost. It’s encouraging to see the telecoms sector is making progress, but prevention is always better than cure, so the industry should take note of the areas which need to be focused on. Efficiency, effectiveness and empathy are key, and organisations should always follow up with customers to ensure that the problem is resolved.”

The Index concluded its results on the basis of 10,000 consumer responses, and found that in many sectors, there has been an increase in the score for ‘customer effort’ – meaning customers had to invest more time in dealing with organisations than they did a year ago.

 

Download the UK Customer Satisfaction Index (UKCSI) here