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Our customer satisfaction is high

Published 4 February 2016

Last month the Institute of Customer Service (ICS) revealed the latest results for the UK Customer Satisfaction Index (UKCSI), the national measure of customer satisfaction, and our results compare favourably.

National customer satisfaction now stands at 77.0 (out of 100), and our latest customer satisfaction score was 83.5 (November 2015), which means we are currently on a par with M&S (food) and Aldi for customer service.

According to the ICS, employees’ friendliness, helpfulness and competence have become relatively more important in the national index, as well as speed of service, especially when dealing with employees in person. Ease of doing business has also increased in importance and we’ll be focusing on making improvements to all of these factors over the next year.

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