Top 10 UK companies for customer service revealed
First Direct and John Lewis lead British business for quality customer service: How does your favourite brand fare?
- The UKCSI has published its latest UK customer service rankings list
- Retailer Next clawed its way up from 63rd place into the top ten this year
First Direct has been crowned as the top company for customer service in the UK, newly published rankings have revealed.
The UK Customer Service Institute’s latest figures reveal that high-street stalwart John Lewis came in second place, having clambered up from seventh spot last year.
UK Power Networks, Tesco Mobile and Marks & Spencer Food also featured in the top five, while recent UK strike sufferer Amazon made it to 10th place.
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Rankings: John Lewis was pipped to the post by First Direct in the top customer service providers list
The vote of confidence for the tech giant comes despite the cost of a subscription to Amazon Prime has jumping from £79 to £95 in recent months.
Starling Bank, Next, Suzuki and M&S also appear in the top 10, with Next pushing its way up from 63rd place a year ago.
Car group Suzuki came joint eighth with Marks & Spencer across all 13 measured sectors from 281 organisations, climbing from 17th place last year.
Despite the cost-of-living crisis, almost three times as many customers than a year ago said they were willing to pay more for excellent service rather than be lumbered with a poor but low-cost, no-frills service.
While the UKCSI’s latest findings, which are based on the views of 10,000 consumers, highlight businesses with strong customer service rankings, many consumers have been left facing delivery delays, long call waits and downright shoddy service in the last few years.
Tellingly, the UKCSI, said: ‘More organisations have seen a decline in customer satisfaction than an improvement, as the gap between the best and worst performers widens.’
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Failure to get things right first time and deal with customer problems effectively is costing British businesses an estimated £11.4billion a month in staff hours, with employees spending on average 4.8 days a month handling customer issues, UKCSI said.
It added: ‘The number of organisations whose customer satisfaction has declined by at least two points nearly double those that have improved by the same amount.’
Jo Causon, chief executive of The Institute of Customer Service, said: ‘It has been a difficult few years for British businesses, but today’s results are a timely reminder that we cannot keep taking a short term, fire-fighting business approach.
‘The productivity hit of staff spending nearly a day a week handling problems cannot be overstated.
‘As consumer finances are increasingly squeezed, taking the time to lay the foundations of an effective, long-term service experience will be key to pulling the nation out of recession.’
Separate findings published by regulator Ofgem today exposed the most complained-about providers for broadband, TV and phone services.
The regulator found that Shell Energy logged the most complaints for both broadband and landline services between July and September 2022.