Non-food retail remains best-performing sector in latest UK Customer Satisfaction Index

28th Feb 2018

The non-food retail sector is the highest scoring in the latest UK Customer Satisfaction Index (UKCSI) with a score of 82 out of 100.

Data from The Institute of Customer Service shows that the sector’s score is above the all-sector average of 78.1 and includes the report’s highest scoring company, Amazon, which received a score of 86.6.

Other organisations that score highly in this sector are Superdrug with 85.1, while John Lewis and Wilko are the next highest ranked businesses, scoring 85 each.

Customers rate the performance of the non-food retail sector higher than the all-sector average in every area of customer service apart from telephone experiences.

The sector performs particularly strongly when it comes to problem solving, with organisations scoring at least one point higher than the all-sector average on every measure used in this area. While this score is good news for the non-food retail sector, the latest report shows that there has been an overall drop over the last year.

Since January 2017, the sector’s average has fallen by 0.5 points. This is in contrast to the all-sector average, which has increased by 0.3 points in the same time frame. Discussing what customer satisfaction means for businesses in the long run, Jo Causon, CEO of The Institute, says: “Over a longer timeframe, average compound turnover growth is greater for organisations with higher customer satisfaction than their sector average.”

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