Department store John Lewis tops consumer satisfaction poll

John Lewis has held on to its crown at the top of a customer satisfaction index.

The store also topped the UK Customer Satisfaction Index back in January. The index polls 10,000 consumers across the UK every six months.

However, many firms have changed places in the rankings since early 2020 – with some making jumps into the top 10.

Nationwide Building Society claimed second place in July’s report – a position that was held by First Direct in January. First Direct has been pushed into third place.

Marks & Spencer was not in the top 10 in January.

But in the latest poll M&S claims both fourth and fifth place, for its non-food and food offerings respectively, according to the findings published by the Institute of Customer Service. A year ago, M&S’s food offering had been ranked in 49th place.

The latest research was carried out before and during the early stages of the Covid-19 lockdown.

The report also said that customer service generally has “flatlined” since last year, edging down slightly compared with a year ago.

Those behind the index said customers’ experiences are key to business performance and the long-term survival of firms.

Jo Causon, CEO at the Institute of Customer Service, said: “There is no room for complacency. A number of brands have differentiated themselves throughout lockdown through the high levels of service they have provided, whilst others have been found wanting.

“As we move through the next stages of lockdown the pressure will build.

“The last recession saw a collapse in customer satisfaction.”