Retail (non-food) sector remains highest scoring for customer service

16th Oct 2017

Customer satisfaction in the Retail (non-food) industry is higher than in any other, according to research from The Institute of Customer Service.

In the July 2017 UK Customer Satisfaction Index (UKCSI), the sector scored 82.2 out of 100 – 0.1 points higher than a year ago and 0.7 points ahead of the second-best-performing sector, Retail (food).

The highest-scoring measures compared to the national average are speed of resolving complaints and the outcome and overall handling of complaints.

Retail (Non-food), together with Retail (Food) and Tourism, has the highest score for customer trust (8.1 out of 10 each) while Retail (Food and Non-food) customers exert the least amount of effort in dealing with organisations (4.4 out of 10 each).

Retail (Non-food) customers are also the most like to recommend an organisation to others – the industry has the highest Net Promoter Score, 39.9, compared to the UK average of 17.0.

Compared to July 2016, however, customer satisfaction with helpfulness and competence of staff over the phone, and with speed of response (by letter, text, social media, web chat and email), has fallen.

And while the ratio of customer interactions via websites, 32.2%, has increased by 1.6 percentage points, “In person” experiences still account for the majority of customer interactions, 54.1%, a figure only slightly lower than a year ago.

Satisfaction with the “in person” channel, 82.0, is slightly better than last year (by 0.4 points). remains the top performing organisation, both in this sector and in the UKCSI overall. Its score of 87.0 is 0.2 points lower than a year ago.

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