The UK Customer Satisfaction Index (UKCSI) has named Specsavers as the number one high street retailer for customer satisfaction in the UK.
The biannual index, published by the Institute of Customer Service, is based on 10,759 customer responses from 13 different sectors of the UK economy who rate businesses on professionalism, quality, efficiency, ease of doing business, timeliness, problem solving and complaint handling.
Fourth overall behind big online businesses
Specsavers is the UK’s largest independent opticians and audiologists and has more than 700 stores run in joint venture partnership across the UK. The index ranked Specsavers fourth overall behind online businesses Amazon, Utility Warehouse and first direct.
Words from director of customer services
Jill Clark, Specsavers' director of customer services, says: 'The results of this index reflect the high standards of customer service that Specsavers customers have come to expect. We are delighted that we have maintained our high position again this year and will continue to evolve alongside the shifting priorities of our customers.
‘Specsavers has invested a huge amount of time focusing on service, which we consider to be of paramount importance. We serve a huge amount of customers, but we aim for every individual to get a personal, friendly and expert service. Our stores have been working towards this by gaining feedback on customers about what we can improve - and their hard work is paying dividends.’
Customers' actual experiences of organisations
The UKCSI focuses on customers’ actual experiences of organisations. Respondents are asked about more than 30 measures of customer service and rank organisations on critical issues such as how much they care about customers, how open and transparent they are and whether they get things right first time.
Words from CEO of the Institute for Customer Service
Joanna Causon, CEO of the Institute for Customer Service, comments: ‘The core ingredients of excellent service - employee competence, attitudes and behaviour - have become even more significant differentiators on the UK High Street. Getting the basics right and dealing with problems and complaints effectively are pre-requisites for sustainable relationships with customers.’
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