Retail (non-food) sector continues to deliver strong customer service

19th Dec 2018

Average customer satisfaction with the retail (non-food) sector remains high, according to the latest UK Customer Satisfaction Index, published by The Institute of Customer Service.

A score of 82.1 out of 100 in the July 2018 index is well above the UK all-sector average of 77.9, and means that retail (non-food) is the highest scoring sector, despite a 0.1 point drop compared to July 2017. 

Looking across more than 30 metrics of customer satisfaction, customers consider the performance of organisations to be better than the all-sector average in all areas bar telephone experiences. 

The biggest positive performance gaps compared to the all-sector average are for problem and complaint handling metrics, where the sector scores at least one point higher on each measure. 

Satisfaction with complaint handling measures including staff attitude and staff doing what they say they will do (7.2 out of 10 each), are higher than a year ago, and at least one point better than the all-sector averages. 

With a UKCSI score of 86.7, is the highest scoring organisation in the sector, with the score also enough to scoop first place in the overall Index, the sixth consecutive time that has taken the number one spot. 

Other notable performances came from John Lewis, Next and Wilko, who each received a score above 84 and feature among the top 10 organisations in the July 2018 UKCSI. 

However, despite these notable success, 16 organisations (out of 25 in total) scored below the sector average, highlighting the range of performances in the sector. Specsavers and Primark both improved their score by more than two points, but six organisations registered a drop of two points or more.

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