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Non-food tops customer satisfaction survey

Published: 16 January 2009
Non-food retailers have stormed the top ten of stores for customer satisfaction.
Non-food tops customer satisfaction survey
According to the Institute of Customer Research consumer service is improving across the UK.

The survey asked more than 24,000 consumers to rate businesses and organisations on key areas such as complaint handling, professionalism, quality, and competence and friendliness of staff.

Retail (non-food) overtook services as the best performing sector, with John Lewis regaining top spot from Boots, who slipped to third behind Lloyds Pharmacy.

John Lewis comes in at number one while Marks and Spencer non-food hits number 10.

Waitrose and Marks and Spencer food service also made it into the top ten.

The top 10 highest scoring organisations measured for UKCSI are:

John Lewis (88)
The Fire Service (88)
The Ambulance Service (87)
Lloyds Pharmacy (85)
Waitrose (85)
Saga (85)
Marks & Spencer (food) (85)
Boots (84)
Autoglass (83)
Premier Inn (83)
Marks & Spencer (non-food) (83)

"Offering excellent customer service is the only differentiator left today", says Robert Crawford, ICS executive director.

"Consumers are increasingly looking for better value-for-money, so providing great service is the best way to ensure they choose a business ahead of its competitors."

The sectors surveyed were automotive, finance (banks), finance (insurers), Government departments and agencies, leisure and tourism, local government, retail (food), retail (non-food), services, telecommunications, transport and utilities.


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