Home / Knowledge / News / Apparel/Garments / John Lewis offers best customer service in UK: Survey
John Lewis offers best customer service in UK: Survey
Nov '16
John Lewis, a 100-year-old department store, was ranked first in terms of customer service in the UK by close to 32 per cent of the respondents of a survey conducted by a customer experience management solutions provider in the country. Tesco is also among the leaders in providing the kind of customer service that consumers have grown to expect.

About half of the consumers who were surveyed said that they would stop buying a brand's products if it neglected their concerns. Clarabridge conducted the survey to examine customer expectations of brands in the UK. The company interacted with over 1,150 consumers between the ages of 18 and 59 living in the UK.

Clarabridge's survey results define the state of the UK market in 2016 and highlight critical customer service improvement points that will dictate the ongoing success of UK brands on a global scale. They underscore the necessity for brands to deliver a superior customer experience in today's digital climate where consumer expectations for timely and effective service are at an all-time high.

Consumers in the UK seeks improvements in customer service over social media channels as only a third of problems (33 per cent) that UK residents tweet at brands are resolved, and those that are handled have little sense of urgency. Close to 50 per cent of the problems tweeted at brands take more than 2 hours to be resolved, with only 11 per cent of problems being resolved in less than 10 minutes.

As for customer service calls, a mere 5 per cent of customers felt 'completely satisfied' with their call experience and more than half of customers (64 per cent) found their calls to be neutral to 'not at all satisfying'. Call centres are responsible for 53 per cent of customer's biggest frustrations when interacting with brands/companies. Of any industry, UK customers perceived retail stores to have more superior customer service than any other industry (38 per cent).

“At Clarabridge, we believe in the power of listening to customer feedback across multiple channels to understand the voice of the customer and make changes that drive business success. It is time for all UK brands to embrace social media for customer service. These findings offer new insight into the expectations of British consumers and illuminate multiple opportunities for brands to change the way they interact with them, saving time and money with improved results for everyone involved,” said Susan Ganeshan, CMO of Clarabridge. (KD)

Fibre2Fashion News Desk – India

Must ReadView All

Pic: Shutterstock

Textiles | On 5th Dec 2020

Pandemic to put massive downward pressure on wages: ILO

Informal workers' wages have witnessed steeper cuts than formal...

Pic: SCA

Textiles | On 5th Dec 2020

SCA releases sustainability targets to be met by 2030

In order to make long term priorities and to ensure sustainable...

Pic: Shutterstock

E-commerce | On 5th Dec 2020

REV subsidiary buys bankrupt Stein Mart for $6.02 mn

US-based Retail Ecommerce Ventures (REV) recently announced that a...

Interviews View All

Neel Sawhney, One Friday

Neel Sawhney
One Friday

‘The share of kidswear segment in the online sector is still small in...

Stefan Warnaar, Peak to Plateau

Stefan Warnaar
Peak to Plateau

People are willing to pay for quality and performance

Mohammad Mamun Ar Rashid, UL VS Bangladesh Ltd

Mohammad Mamun Ar Rashid
UL VS Bangladesh Ltd

Productivity, creativity and innovation play a vital role in the growth of ...

Cem Erdogrul,

Cem Erdogrul

Turkey-based Temsan Air Engineering is one of the leading manufacturers of ...

Christiane Thies,

Christiane Thies

Founded in 1892, Thies has concentrated on the fabrication of high-quality ...

Atul Mittal,

Atul Mittal

Established in 1997, Pratibha Syntex produces over 60 million pieces of...

Kai Poehler, Voith Paper GmbH & Co. KG

Kai Poehler
Voith Paper GmbH & Co. KG

The glass mat industry is growing by five to eight per cent annually. Kai...

Luis Quijano, Liberty University

Luis Quijano
Liberty University

Focusing on bold patterns and colour palettes, Luis Quijano, a student at...

Robin Grankvist, OrganoClick AB

Robin Grankvist
OrganoClick AB

Robin Grankvist talks about PFCs, additives and various chemicals used in...

Robert Brunner, Devereux

Robert Brunner

Golfwear and menswear brand Devereux is set for greener pastures. Robert...

Rupa Sood and Sharan Apparao, Nayaab

Rupa Sood and Sharan Apparao

Nayaab, an exhibition meant to celebrate Indian weaves, is in its second...

Aditi Somani, Aditi Somani

Aditi Somani
Aditi Somani

Aditi Somani specialises in luxury fusion wear with international cuts and ...

Press Release

Press Release

Letter to Editor

Letter to Editor

RSS Feed

RSS Feed

Submit your press release on


Letter To Editor

(Max. 8000 char.)

Search Companies


Leave your Comments

December 2020

Subscribe today and get the latest update on Textiles, Fashion, Apparel and so on.

Advanced Search