Which Companies Have the Best Customer Service? Survey Reveals Top 10… But Most Companies Are Subpar
- UK Customer Satisfaction Index tracks service levels at 275 companies
- The average customer satisfaction level is at its lowest point since 2010
- Retailers and banks top the list for customer satisfaction
A report shows that customer service has deteriorated at the country’s largest companies.
The Institute of Customer Services’ latest UK customer satisfaction index shows that satisfaction levels are at their lowest since 2010.
The survey asked 60,000 people what they thought of customer service at 275 major companies.
Can’t be satisfied: Customer service levels hit 14-year low
The latest report shows that the customer service level is 75.8 points out of 100. That is 0.8 points lower than a year ago and 2.6 points lower than the high of 78.4 in July 2022.
Meanwhile, people’s satisfaction with companies’ complaint handling fell by 8.1 points compared to July 2022, to 58.3.
Utilities are still among the worst offenders, with a score of 69.8 out of 100. However, their score has improved by 0.3 points since July 2023.
Customer satisfaction with energy companies is higher than a year ago and the number of customers experiencing problems has decreased.
However, satisfaction with water companies has fallen to 69.5 points, almost six points below the UK average.
Water companies are plagued by sewage spills and mounting debt, leading to higher bills.
Public services, both local and national, also rank among the worst when it comes to customer service, scoring 70.3 and 73.3 points respectively, the report found.
HMRC’s long waiting times have come under increased scrutiny over the past year.
Which companies have the best customer service?
Retailers top the list for customer satisfaction, with seven of the top ten organizations in that sector doing so.
Key maker Timpson saw its score rise from 83.6 in July 2023 to 86 points in July 2024, making it the company that now offers the best customer service in the country, the report found.
John Lewis follows closely behind, followed by Waitrose, M&S and Greggs which all also feature in the top 10 with scores in the mid 80s.
Banks and retailers are among the top 10 companies with the highest customer satisfaction
A handful of banks and building societies are also included, with Nationwide in second place. Starling, Monzo and Yorkshire Building Society also score highly for their customer service.
The report shows that 9 of the 40 largest organisations come from the banking sector, compared to 6 a year earlier.
The government’s (new) post-election business policy agenda must encourage all organisations to better understand and serve customers if we are to get our economy back on track.
Importantly, the report shows that banks and retailers in the food sector achieve better financial performance with higher satisfaction.
Jo Causon, CEO of the Institute of Customer Service, said: ‘Unfortunately, the current outlook is not what we would like, despite our research showing that higher customer satisfaction levels are associated with financial stability and growth.
‘Business leaders must understand the changing needs and expectations of their customers and adapt their organizations’ approaches accordingly to deliver the sustainable growth the economy needs.
‘The (new) government will have to work out its business policy after the elections and stimulate all organizations to better understand and serve their customers. That way we can get our economy back on track.’
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