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Customer Contact

The Institute of Customer Service latest index shows another decline in overall customer satisfaction as organisations fail to keep pace with expectations. Five organisations however stand out as doing a good job. Here they are in reverse order

  1. Marks & Spencer (Food)

Despite its score dropping by 1.9 points, Marks & Spencer’s food division beat competitors like Aldi and Waitrose to fifth place with a rating of 83.9.

  1. Ocado

Online supermarket Ocado was just above M&S with a score of 85.4 points. It was a new entry for January 2015 and the UK’s highest-rated food retailer for customer service.

  1. First Direct

The ever-popular telephone and internet bank moved up two positions in the last year to take joint second place with an index rating of 86.7 points.

  1. Amazon

Like M&S, online retailer Amazon’s rating slipped by 1.9 points over the last year. This means it lost its top spot and landed in joint second place with a new total of 86.7.

  1. John Lewis

Department store John Lewis retained its top spot from the July 2014 index. Its score has dropped by 0.9 over the last year but it still leads the pack with 87.2 points.

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