John Lewis beats M&S in customer satisfaction ranking
In the latest bi-annual survey (published in June and January) and based on around 60,000 responses, John Lewis scored 86.7 out of 100 while M&S scored 85.6.
M&S's failure to take the summer top spot also comes after its website had been crippled by a cyber attack that began in April. It had been top in January after a run of 18 years on the leader board.
The retailer was forced to take its website down for weeks with M&S admitting the attack would hit profits by around £300 million this year.
Meanwhile, John Lewis has been been making progress with turnaround efforts and has continued to expand its third-party fashion offer at pace.
The company's contrasting fortunes come as John Lewis benefits from a turnaround strategy led by Jason Tarry, the former Tesco executive who was appointed last year as the partnership's chairman. Peter Ruis, who was also made executive director of John Lewis last year is hailed for bringing back the 'Never Knowingly Undersold' price pledge last September.
On Tuesday, Ruis told The Daily Telegraph that John Lewis was 'honoured' to top the UK Customer Satisfaction Index, adding: 'The customer service offered by our expert partners has been at the heart of our brand for 160 years.
'Our customers appreciate our investments in quality products, value and service with more people shopping with us and millions benefitting from our 'Never Knowingly Undersold' price promise.'
Last week, M&S chief executive Stuart Machin said the company needed 'to just get back, get our product back online, get the stores in even better shape… I've been in stores every weekend, and we're okay, but we're not as good as we should be.'
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