Partly Cloudy

Partly Cloudy

max temp: 18°C

min temp: 10°C

ESTD 1874 Search

Poll: John Lewis, Next and Center Parcs among top performers in UK Customer Satisfaction Index

13:06 22 July 2014

Center Parcs is among the top performers in the latest UK Customer Service Index.

Center Parcs is among the top performers in the latest UK Customer Service Index.

Archant

Some of the biggest employers in East Anglia feature in a new ranking of the UK’s top-rated firms for customer service.

shares

UKCSI Customer Satisfaction Index Top 50 July 2014

1 John Lewis 87.7%

2 Amazon 87.6%

3 First Direct 86.3%

4 Tesco Mobile 85.8%

5 Marks & Spencer (food) 85.6%

6 Waitrose 85.0%

7 Specasvers 84.4%

8 Aldi 84.2%

9 Next 84.0%

10= Nationwide 83.5%

10= Co-operative Bank 83.5%

12 Pret A Manger 83.4%

13 Center Parcs 83.3%

14= Argos 83.0%

14= LV= 83.0%

16 Boots 82.9%

17 Toby Carvery 82.8%

18= Skoda 82.7

18= Tesco Bank 82.7%

20 Mercedes Benz 82.6%

21= Greggs 82.5%

21= Honda 82.5%

23 Iceland 82.1%

24= P&O Cruises 82.0%

24= Premier Inn 82.0%

26= Hyundai 81.8%

26= Morrisons 81.8%

28 eBay 81.7%

29 P&O Ferrries 81.6%

30= Kia 81.5%

30= Superdrug 81.5%

32= Marriott 81.4%

32=Subway 81.4%

34=RAC 81.3%

34= Sainsbury’s 81.3%

36 Hilton 81.2%

37 Autoglass 81.1%

38= BMW/Mini 81.0%

38= Toyota 81.0%

40= Asda 80.9%

40= Audi 80.9%

40= Costa Coffee 80.9%

40= Wilkinson 80.9%

40= Yorkshire Bank 80.9%

45 Northern Ireland Electricity 80.8%

46 Marks & Spencer (non-food) 80.7%

47 Pizza Express 80.6%

48= AA 80.5%

48= Caffe Nero 80.5%

48= SAGA insurance 80.5%

48= Volkswagen 80.5%

Employee-owned department stores chain John Lewis has reclaimed top spot in the latest UK Customer Satisfaction Index (UKCSI), published twice-yearly by the Institute of Customer Service.

The 87.7% satisfaction rating for John Lewis, which includes a John Lewis at home store in Ipswich, puts it just ahead of online services giant Amazon which returns to second place having overtaken John Lewis in the last survey in January.

Completing the top 10, from third place downwards, are First Direct, Tesco Mobile, Marks & Spencer (food), Waitrose, Specsavers, Aldi, Next and, in joint 10th place, Nationwide and the Co-op Bank.

Holiday village operator Center Parcs, whose sites include Elveden Forest in Suffolk, is the highest ranked tourism and travel company, in 13th place, while friendly society LV=, which includes a call centre operation in Ipswich, is the top-rated insurer in joint 14th position.

Paul Kent, operations and development director at Center Parcs, said: “We are delighted to have been featured as the number one travel company for customer service in the UK.

“We pride ourselves on our excellent service to guests and it is part of the overall high quality experience we offer. Our success over the past 27 years has been down to our commitment to delivering the best family short breaks in the UK.”

John O’Roarke, managing director of LV= General Insurance, said: “Our approach to customer satisfaction is actually quite simple: we believe that if we provide consistently fair premiums and great service, the rest will take care of itself.

“Naturally, we’re delighted with the results of the UKCSI survey as they confirm the high level of trust we have earned with our customers and explain why we are now the UK’s most recommended insurer.”

Other major retailers making the top 50 include Argos (joint 14th), Boots (16th), Greggs (joint 21st), Iceland (23rd), Morrisons (joint 26th), Superdrug (joint 30th), Sainsbury’s (joint 34th), Asda (joint 40th), Wilkinson (also joint 40th) and Marks & Spencer (non-food) (46th).

However, while Tesco Bank (joint 18th) joins Tesco Mobile in the listing, there is no place in the top 50 the Tesco’s core supermarket business.

Car manufacturers also figure prominently, incluing Skoda (joint 18th), Mercedes Benz (20th), Honda (joint 21st), Hyundai (joint 26th), Kia (joint 30th), BMW/Mini (joint 38th), Toyota (joint 38th), Audi (joint 40th) and Volkswagen (joint 49th). Also featuring are motoring support businesses RAC (joint 34th), Autoglass (37th) and AA (joint 48th).

Other tourism and leisure companies in the top 50 include hotel brands Premier Inn (joint 24th), Marriott (joint 32nd), and Hilton (36th), eateries Toby Carvery (17th) and Pizza Express (47th), coffee chains Costa (joint 40th) and Caffe Nero (joint 48th), and travel operators, P&O Cruises (joint 24th) and P&O Ferrries (29th).

The UKCSI is based on information supplied by 10,000 customers and involving 40,000 individual customer experiences.

Overall, the index shows a continuing fall in satisfacton, with only Tesco Mobile, Next and Center Parcs showing an improvement year-on-year. Nearly half of the 197 organisations featured in the index have seen a fall in satisfaction of at least one point.

shares

0 comments

Welcome , please leave your message below.

Optional - JPG files only
Optional - MP3 files only
Optional - 3GP, AVI, MOV, MPG or WMV files
Comments

Please log in to leave a comment and share your views with other East Anglian Daily Times visitors.

We enable people to post comments with the aim of encouraging open debate.

Only people who register and sign up to our terms and conditions can post comments. These terms and conditions explain our house rules and legal guidelines.

Comments are not edited by East Anglian Daily Times staff prior to publication but may be automatically filtered.

If you have a complaint about a comment please contact us by clicking on the Report This Comment button next to the comment.

Not a member yet?

Register to create your own unique East Anglian Daily Times account for free.

Signing up is free, quick and easy and offers you the chance to add comments, personalise the site with local information picked just for you, and more.

Sign up now

Christopher Hayman of Hayman Distillers with his children Miranda and James.

Essex gin maker Hayman Distillers is celebrating after winning a Gold award at this year’s International Wine and Spirits Competition (IWSC).

Uncertainty over Government policy is holding back potential investment in the offshore wind sector, according to East of England Energy Zone director James Gray.

The absence of a clear Government stategy is leaving the offshore wind industry “in limbo”, according to a leading figure within the sector in East Anglia.

Bakery chain Greggs saw like-for-like sales rise 5.9% in the six months to July 4.

Higher breakfast sales and a bigger range of healthier products helped Greggs grow underlying profits by 51% in the first half of the year.

Barclays chairman 

John McFarlane.
Photo: VisMedia

Barclays boss John McFarlane today signalled plans to ramp up growth, squeeze costs and streamline the business after announcing a 25% rise in first half profits.

The rate of growth in the UK economy rebounded during the second quarter of 2015, but the manufacturing sector continued to struggle, according to official figures.

UK growth bounced back in the second quarter of 2015 as gross domestic product (GDP) increased by 0.7%, according to official figures.

Ransomes Jacobsen operations director Simon Rainger addresses staff as the company's last Ransomes Commander mover leaves the production line.

Staff at Ipswich-based turf maintenance machinery maker Ransomes Jacobsen have marked the end of an era, with the last Ransomes Commander mower having rolled off the production line.

Charles Manning on the new patio area at Bears Boutique Bar and Bowling in Star Lane, Ipswich

Businessman Charles Manning is pleased with the way his Bears bowling bar and grill is fitting into the entertainment offer in Ipswich – and with the business community.

Barker Gotelee has welcomed Lucy Underwood, conveyancing assistant, Linda Crawford, solicitor, Nicky Sunderland. trust and estate planning practitioner, and Lisa Hobbs, junior secretary.

Ipswich-based law firm Barker Gotelee has welcomed four new employees across its expanding business.

A Ryanair aircraft atStansted Airport.

Budget airline Ryanair today reported a 25% jump in earnings for the first quarter of its new financial year.

Alton Towers in Staffordshire.

Alton Towers owner Merlin expects annual earnings for its theme parks business to drop by as much as £47million this year following last month’s rollercoaster crash.

Most read

Most commented

Topic pages