Which? 100 best and worst companies for customer service
Which?, the UK consumer organisation has just released its latest ranking of the 100 best and worst UK companies for customer service. How does your company rank?
The top ten, including joint winners:
For contrast, the top five ranked companies from the 2013 Which? customer service survey were as follows:
Top five: Lush – 88pc; Lakeland – 85pc; First Direct – 84pc; John Lewis – 82pc; RAC – 82pc
As we can see, other than the dip for the RAC, the top performers have managed to largely maintain their status. From financial services and supermarkets to online retail and entertainment – no industry has a monopoly on great customer service.
The same cannot be said for the bottom performers:
Clearly utility companies and telecommunications providers are over-represented when it comes to what consumers perceive as poor customer service – and their perception is everything.
Though telco and utility companies have increasingly invested in their people and processes to do more and do it better, the high expectations of customers, slim margins and the pressure to provide always-on reliability means they have it tough.
For comparison, the bottom five from the 2013 survey again shows familiar names:
TK Maxx – 62pc; 99pc Stores – 62pc; TalkTalk – 59pc; Npower – 59pc; Ryanair- 54pc
How can companies whose customers feel unsatisfied become competitive on customer experience?
Whatever your starting point, the Maru/Syngro briefing paper How To Compete on Customer Experience can help guide your next steps. Click below to download:
The full list of companies operating in the UK ranked by customer service by consumers is as follows: