26th Oct 2018
Reviews on feedback website Trustpilot suggest that John Lewis’ customer service standards may have slipped.
More than two thirds of the reviews of the retailer on Trustpilot give the chain just one star out of five, although one in five do say that the company’s service is “excellent”,
Many of the complaints on Trustpilot relate to the home furnishing department, which was restructured last year with the aim of improving customer service.
A John Lewis spokesperson claimed that reviews on Trustpilot are not representative of overall customer experiences: “The vast majority of our customers leave their reviews on our website, where the average rating across nearly one million reviews is 4.3 out of 5. Trustpilot is a paid-for service that brings benefits to companies that subscribe. We are not a full paying member, therefore none of the reviews from our website are included in our Trustpilot score.”
They continued: “We’ve been honest about the challenges we experienced when we launched a new home services operation. This team was formed to create a more consistent experience for our customers with improvements such as longer opening hours. We apologise unreservedly to any customer who did not receive the high level of service they rightly expect.”
In the latest UK Customer Satisfaction Index, published by The Institute of Customer Service, John Lewis scored 86.5 and was ranked second for customer service satisfaction in the UK retail sector, well above the average score of 82.1 for the sector and the UK all-sector average of 77.9. The retailer also improved its UKCSI score by 1.1 points compared to the previous year, and is one of only two organisations to have scored at least a point above the sector average in every UKCSI since July 2015.
The company has also recently launched a new after-hours private shopping service at its Cheltenham store, which is one of 20 new services at the branch. This will allow customers to have the store to themselves, provided that they spend at least £10,000.
John Lewis will also be offering a ‘shopping list’ service, enabling customers to book time with a sales assistant to help them shop for specific gifts or fulfil a shopping list.