Specsavers named as UK's best High Street retailer for customer service
Multiple beats Waitrose and John Lewis to take top spot in UK Customer Satisfaction Index
The multiple was placed ahead of all other High Street retailers, including Waitrose and John Lewis, to take the top spot in the UK Customer Satisfaction Index.
The Institute’s survey of 39000 customers included views from Specsavers’ optical, hearing and Healthcall customers.
Specsavers director of customer service, Jill Clark, said: “This is brilliant news. Congratulations to all our partners and store teams. It is a real testament to the strength of the Specsavers joint venture partnership – an unbeatable customer service formula of professional and clinical leadership in our stores, with the backing of exceptional support services.”
When online traders are included, Specsavers achieves an all-time high ranking of fourth out of 228 organisations, with the leading web-based business being Amazon.
The Institute’s report, UK Customer Satisfaction Index, found the index is at its highest level since 2014 at 77, 0.8 points higher than the last report in July 2015.
According to the report, customers' highest priorities are employee attitude and behaviours, product reliability, and the ability to deal with problems and complaints.
Speedy handling of problems and complaints is a growing necessity, with 91% of customers with a problem having to use two or more channels to resolve it, and 28% used three or more channels, not surprisingly these were the most dissatisfied customers.
Overall, men are less satisfied with service than women, and younger customers are less satisfied than older customers, the survey reveals.
Geographically, Wales has the highest customer satisfaction in the UK, while satisfaction levels in the south west and the south east, including London, are the lowest.