Reaction to UK High Street Christmas trading results

11th Jan 2018

Responding to news that John Lewis, House of Fraser, Debenhams, Next, Mothercare and Boohoo have posted their Christmas sales figures, Jo Causon, Chief Executive of The Institute of Customer Service, said:

"The latest trading results are a clear indication that retailers are facing into a tough storm as they battle on three fronts - a highly competitive market, a volatile economic environment and savvy customers with ever-changing demands.

“In this context, John Lewis’s record Black Friday and strong Christmas sales are the signal to other retailers that placing customers at the heart of business strategy is the key to sustainable success. Our own research offers compelling arguments of a persistent link between high levels of customer satisfaction and turnover growth, long term productivity and profitability– and it is clear that where customer needs are not at the forefront of Boardroom thinking, sales performance suffers.

“The most recent UK Customer Satisfaction Index also found that 28% of customers favour excellent service even if it means paying more, whereas only 15% always want the cheapest deal.”


For further information please contact:
Rebecca Peck, Sophie Lanning, Bethan Davies
E: [email protected]
T: 020 7010 0877 (Rebecca Peck), 020 7010 0826 (Sophie Lanning), 0207 010 851 (Bethan Davies)

About The Institute of Customer Service
The Institute of Customer Service is the professional body for customer service delivering tangible benefit to organisations and individuals so that our customers can improve their customers’ experience and their own business performance. The Institute is a membership body with a community of over 500 organisational members – from the private, public and third sectors – and over 4,000 individual memberships. For more information about the Institute of Customer Service go to

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