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“They may be playing games on paying their UK tax bill but their customer service is top of the pile”

by on January 30, 2016 in Business, Latest News, Lead Article, Nuggets, Research, Retail News

“They may be playing games on paying their UK tax bill but customer service is top of the pile” On customer service Amazon heads a new list with a score of 86,66

John Lewis has lost its crown as best British company for customer service and has toppled out of the top three for the first time in seven years.The retailer’s score dropped from a chart-topping 87.2 to 84.9 this year, leaving it in sixth place on the semi-annual index from the Institute of Customer Service.

“It is however one of the organisations that has consistently delivered excellent levels of customer service and – alongside organisations like Waitrose, Nationwide and M&S Food – has scored higher than 80 in every UK Customer Satisfaction Index since 2013,” the ICS said.

“A ‘one size fits all’ customer experience is delivering diminishing returns and diluting valuable customer relationships”

Jo Causon, ICS chief

Amazon rose one place to head the list with a score of 86.6, followed by the energy provider Utility Warehouse, a new entrant, and the HSBC-owned online bank First Direct.

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