Top 10 companies for customer satisfaction
Read on to find out which companies were rated the best in the second half of 2010.
Image: Wang Huan - PA Photos
Overall customer satisfaction has risen in the last six months as companies continue their battle to attract more business in difficult market conditions.
This is according to the Institute of Customer Service, which releases a twice-yearly index on the performance of UK businesses.
The services sector was once again the stand-out performer since July, with supermarkets in particular boasting a high level of satisfaction among their shoppers.
This was followed by the retail (food and non-food) industries, then tourism and the automotive sector.
Utilities and public sector struggle
Far lower on the list were the utilities companies and public services.
However, the Institute of Customer Service stressed that both had seen a notable improvement over the six-month review period, meaning that the overall gap between all sectors was narrowing.
The data also highlighted widespread fears that the government's spending cuts will harm the quality, responsiveness and accessibility of public services.
The top performers (score out of 100)
1. John Lewis (89)
2. Waitrose (89)
3. BUPA (88)
4. Marks & Spencer (food) (87)
5. Lloyds Pharmacy (86)
6. Marriott (86)
7. SAGA Holidays (85)
8. Enterprise Rent-A-Car (85)
9. Boots (84)
10. P&O Cruises (84)
How the data was gathered
The Institute of Customer Service carries out an online questionnaire that is completed by a representative sample of 26,000 adults from across the country.
Customers are asked to rate organisations in light of important factors in a customer's experience with the company. The following are listed as priorities:
1. Overall quality of the product or service
2. Being treated as a valued customer
3. Speed of service
4. Friendliness of staff
5. Handling of problems and complaints
6. Handling of enquiries
7. Competence of staff
8. Ease of doing business
9. Being kept informed
10. Helpfulness of staff
It then assesses companies across sectors - ranging from automotives such as car manufacturers and dealerships to utilities such as gas, water and electricity suppliers - and gives each one a score out of 100 after collating the scores from individual questionnaires.
Top of my list is P&O Ferries. I broke down on my way to a ferry and telephoned them to say I would be there eventually. I had booked for the cheapest fare but when I finally arrived, it was peak time where the fare had more than doubled. "Not to worry!" they said, "As you phoned we'll put you straight on at no extra charge." This standard of service is what I always get from them.
Bottom of my list would be Tesco and Nationwide. Both of which should remember that the customer is the reason for their existence!
its the john lewis partnership thats believes and encourages the simple and yet obvious fact the customers are the most important people that walk through the door
i should know i work for waitrose
Please note that articles on MSN Money do not constitute regulated financial advice, which recommends a course of action based upon the specifics of your personal circumstances. The articles are intended to provide general personal financial information. We urge you to consult an Independent Financial Adviser (IFA) before making any important decisions about your finances. You can search for an IFA in your local area. Any statement regarding financial services products and tax liability is based on legislation and tax practices as at 6 April 2011, which is, of course, subject to change. The value of any tax benefits or reliefs depends upon the individual circumstances of the investor. When investment performance is mentioned you should remember that past performance is no guarantee of future performance. Where products have an underlying investment content, in many cases the value of the investment can fall as well as rise. For with-profit based investments, there is no guarantee as to the level of bonuses that will be declared, if any. Where mortgages or secured loans are explained do remember that your home is at risk if you do not keep up repayments on a mortgage or other loan secured on it. All mortgages are subject to underwriting, status and are not available to people under the age of 18.
What current account benefit would you like more of/value the most?
Thanks for being one of the first people to vote. Results will be available soon. Check for results
- Medical/life insurance
- Travel insurance
- Breakdown cover
- Legal aid
- Tickets for cultural or sporting events
- Lower charges