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The latest ‘Which?’ survey reveals Lakeland and John Lewis are among the top brands for customer satisfaction. Meanwhile, Ryanair, Npower and Talk Talk are voted the worst.
Cosmetics firm Lush tops the customer satisfaction survey, scoring 88% overall and five stars for its helpful and knowledgeable staff, leaving shoppers feeling like valued customers.
In second place ss housewares chain Lakeland, with 85%, followed by bank First Direct at 84% and department store group John Lewis at 82%.
The study, published in the September issue of the consumer magazine, rates 100 of the biggest companies on customer service and compares brands against each other -regardless of what they sell. In the survey of 3,331 consumers, respondents were asked to rate brands on six aspects of customer service, including staff knowledge, ability to deal with issues and feeling like a valued customer, and then give each brand an overall score out of 10.
The lowest scoring brand is low-cost airline Ryanair with 54% and only two stars across all categories.
Eight out of 10 consumers who responded to the survey told ‘Which?’ that customer service is an important factor when deciding which brand to use.
‘Which?’ executive director, Richard Lloyd said: “While many companies performed well, it’s shocking to see that some of the biggest household names are still failing to meet consumers’ expectations of good customer service.
“With nearly nine in 10 (86%) consumers saying they would leave a brand that treated them poorly, it’s clear that the quality of customer service can either make or break even the biggest names. In these times of economic hardship, companies simply can’t afford to compete on brand awareness or price alone if they want to be sure of retaining their customers.”
