Amazon tops UK customer satisfaction survey

Amazon has come top in the latest UK Customer Satisfaction Index (UKCSI), up from second place last year. Organized by the UK’s Institute of Customer Service, the index is based on the views of 10,000 UK consumers.

John Lewis, which topped the index in January 2015, fell to sixth place, having been in the top 3 for each of the past 6 reports.

According to The Institute of Customer Service: “This year’s focus on customer priorities reveals that staff attitude and behaviour is much more important to customers now than five years ago.  The condition of delivered goods and speed of response in writing still matter, but to a lesser degree than in previous years.

“Competence of staff is considered the most important element for customers in 2015 after being ranked only eleventh in 2010.  Staff ‘doing what they say they will do’ and competence on the phone were the next most important priorities for customers.”