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Amazon top UK Customer Satisfaction Index again

By Chris Dawson January 24, 2018 - 11:31 am

Amazon have retained their place as the top performing retailer in the UK Customer Satisfaction Index (January 2018) for the fifth year consecutive time. 10,000 shoppers were polled in the biannual survey by the Institute of Customer Service to compile the rankings.

Not only were Amazon the top non-food retailer but they came top for customer satisfaction across all industry sectors (Banking, Tourism, Telecoms, Leisure, Insurance, Travel etc) with a satisfaction score of 86.6, although their overall score was down by -0.7 compared to January 2017.

eBay retained their position in 7th spot amoungst the non-food retailers (22 overall), having increased their satisfaction rating by +1.2 to end up with a rating of 82.9.

There is of course a valid reason why eBay are always likely to be naturally lower in the satisfaction ratings and that is because they have less control over most sales than Amazon. On Amazon, often even if you purchase from a third party retailer, Amazon control the delivery experience if the product is in an FBA warehouse and have their own logistics company to perform the delivery whereas eBay are largely at the whims of individual sellers and the vast array of carrier services that they choose.

Amazon also benefit from most products being sold as new and at a fixed price whereas eBay are also contending in the ratings with individual sellers descriptions of used products and the consequent difference in opinion of the item condition that buyers may have.

Other notable retailers in the top 50 include Superdrug coming in at fourth with a rating of 85.1, followed by John Lewis and Wilko taking joint fifth place with a rating of 85.0. Next and Pets at Home are joint thirteenth with ratings of 83.9.

Top 12 UK retailers for Customer Satisfaction

Category – Non-Food Retailers

Rank
(Non-Food
/ Overall)
Retailer
Jan-18
Score
Jan-17
Score
Jan-17
overall
rank
Change
in score
1 / 1
Amazon
86.6
87.3
1
-0.7
2 / 4
Superdrug
85.1
82.2
29
2.9
3= / 5=
John Lewis
85.0
85.4
3
-0.4
3= / 5=
Wiko
85.0
83.6
13
1.4
5= / 13=
Next
83.9
83.4
16
0.5
5= / 13=
Pets at Home
83.9
No Data
No Data
No Data
7 / 22
eBay
82.9
81.7
37
1.2
8 / 25
Ikea
82.7
79.2
105
3.5
9 / 31
Specsavers
82.4
81.5
44
0.9
10 / 33
M&S
82.2
84.3
9
-2.1
11 / 46
Argos
81.4
82.5
26
-1.1
12 / 49
Debenhams
81.3
80.1
19
1.2
Data from UK Customer Satisfaction Index (January 2018)

 

  • Stuart
    11 months ago

    It’s probably because Amazon have money to burn to keep customers happy.

    Recent case of a friend who’s Prime order didn’t arrive, Amazon refunded in full, arrived next day, never asked for it back £150 order!

    However actual customer service for is poor, how do you ask any questions about a product? When you do want to call them about something, trying to find a number is almost impossible. Last time I ever ordered and emailed Amazon direct it took 3 days to get a response.

    • Steve
      11 months ago

      No problem contacting Amazon and speaking to someone. Click help , more help and then contact us.

      Spoke to them whenever needed, no issue. Put in my phone number. They rang me back immediately and solved my problems.

  • SAM
    11 months ago

    From a Buyers point of view they will do as you want. It is that simple. You want a refund you get it. No questions asked. They will in the next few years dominate everything and many others businesses out their do not even see it. Dixons Carphone is in trouble in the UK and Amazon will just step in. Supermarkets sacking staff and Amazon opening staffless shops.
    Delivery companies like Royal Mail “live in the past” and do not invest in their people or DEAL with their many issues.
    Amazon will just step in,their delivery is not that good, but they do not have the POOR reputation of RMG.
    The fact that they treat the employees like slaves and avoid contributing to the very society they profit from does not make a jot of difference. Hey look at the winter NHS crisis, think how much proper tax taken from a company like Amazon could help, “hey but long as it does not effect you”.

    People live a bubble (till it effects them of course)
    Amazon have a long term vision and the money to back up their ambitions and their is not a soul who is going to get in their way.

    From sellers point of view they are a nightmare. However that does not matter however.

  • Danny Roebuck
    11 months ago

    Always great until you need to speak to customer service.

  • Jim
    11 months ago

    @Stuart

    Completely agree… money to burn.

    I know over Christmas Amazon customer service where giving away Amazon gift cards to buyers left right and center after complaining of non arrival even though the sale was not purchased directly from Amazon.

    Not sure what was happening to the actual sellers.

    FYI they do have live chat now so you can get straight through on the “help” link.

  • Bob
    11 months ago

    Haha tamebay don’t half post some crap these days.

    • alan paterson
      11 months ago

      @ Bob – I have always found the Tamebay posts reasonably impartial and very informative. I noticed you had made a negative comment on another thread about Tamebay (which I thought completely out of context). Have you something constructive to back your comments up or do you just have an axe to grind for some personal reason?

      It is difficult for a post to be “crap” when it is reporting market trends and statistics. Looking at the comments before yours I don’t think your sentiments are shared.

      Its always good to get a reason or the “opinion” is somewhat undermined. Wouldn’t you agree?

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