July 9th 2024.
In the UK, customer service is a big deal. We've all been there - being put on hold for what feels like hours or dealing with unfriendly staff. And according to recent research, it seems like customer service is only getting worse. The UK Customer Satisfaction Index has revealed that satisfaction levels are at their lowest since 2010. But don't despair, there is some good news too.
The survey, which asked 60,000 people about their experiences with customer service at 275 companies, also ranked the best and worst performers. And surprisingly, it was retailers who came out on top. So if you need to get your keys cut, you might want to head to Timpson, the top-ranking company for customer service. In just one year, their customer service score increased from 83.6 to 86 points.
But it's not just Timpson that is excelling in customer service. Nationwide, one of the four banks in the top 10, came in at a close second with a score of 85.2. Other top performers include Starling Bank, Monzo Bank, and Yorkshire Building Society, proving that even in the digital age, traditional banks are still valued for their customer service. And let's not forget about John Lewis & Partners, the iconic department store that rounded out the top three.
It's not just retailers and banks who made the list though. Jet2holidays.com, a tourism company, came in at fourth place, while everyone's favorite bakery, Greggs, tied for tenth place. And it's no surprise that M&S and M&S Food, along with John Lewis, made the top 10, as they are known for their exceptional customer service.
The survey also revealed that the best performing industries were retail, both food and non-food, as well as banks and building societies. On the other hand, utilities ranked the lowest. This shows that having a positive customer experience is highly valued by UK customers. In fact, a third of customers prefer premium service, even if it means paying more.
And it's not just about making customers happy - it also pays off for companies to have good customer service. The survey found that service failures and problems cost UK organizations a staggering £6.8 billion each month. So it's in everyone's best interest for companies to invest in providing excellent customer service.
Do you have a story about exceptional customer service? We'd love to hear it. Get in touch by emailing us at [email]. After all, it's important to recognize and celebrate companies that go above and beyond for their customers.
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