Retail sector leads in customer service standards

27th Jul 2015

Reacting to news that M&S has announced a 6.1% rise in pre-tax profits, Jo Causon, CEO of the Institute of Customer Service comments:

"The retail sector currently leads the way in customer service standards, outperforming other areas of the UK economy in the latest UK Customer Satisfaction Index, as it has since 2009. However, as all retailers should know, they cannot afford to be complacent. Customers are demanding greater levels of convenience, choice and communication and the risk, if they don’t see it materialise, is a drop in satisfaction levels and with it, market share.“It means that if retailers are to continue increasing profits they must also ensure customer service is at the heart of the Boardroom discussion. News of profits, for any retailer, is always good to hear but business leaders must be mindful of neglecting the long-term health of their business in favour of short-term financial gains. In such a competitive market customer service is a key differentiator. To lose focus on this now would risk a perpetual decline in customer satisfaction."


Notes to editors

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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 400 organisational members - from the private, public and third sectors - and over 5,000 individual memberships.

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