Retail customer satisfaction on the rise

Department stores come out trumps in first climb in three decades

Customer satisfaction has risen for the first time in thirty years, according to the National Customer Satisfaction Index (NCSI).

The rise follows three decades of small declines registered by the NCSI, which measures customer satisfaction across a number of retailer sectors including department stores and online retail.

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Department stores registered the biggest rise in customer satisfaction, with John Lewis and House of Fraser both improving by 4 percent, Marks & Spencer up 1 percent and Debenhams remaining level with last year.

Argos, which is currently extending its jewellery offer, showed an increase in customer satisfaction of 3 per cent. Amazon, which sells jewellery and watches online, also registered an increase, up 2 per cent.

Supermarkets were the only category to register a decline in customer satisfaction. The sector was the lowest-scoring retail division for both service and price and had the highest number of customer complaints.

Institute of Consumer Service chief executive Jo Causon said: “With growing signs that the UK is coming out of recession, it is vital that retailers maintain this focus on the customer as the UK continues to build a stronger service economy.”



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