Best and worst UK retailers revealed as popular chain makes surprise drop – check where your favourite ranked
SHOP TO IT Best and worst UK retailers revealed as popular chain makes surprise drop – check where your favourite ranked
THE Institute for Customer Service has revealed the UK's top-rated retailers for customer satisfaction in 2025.
John Lewis has reclaimed its position as the UK's top-rated retailer for customer satisfaction, scoring 86.7 in the latest UK Customer Satisfaction Index (UKCSI).
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The result places it ahead of rival Marks & Spencer, which scored 85.6 for its food division and 85.4 for non-food, after overtaking John Lewis in January.
Other top performers include Holland & Barrett (85.4), Ocado (83.5), and Amazon (83.4).
Each year, The Institute of Customer Service names the top 50 organisations across industries such as retail, banking, leisure, hospitality, telecommunications, and automotive.
This year's UKCSI revealed that customer satisfaction in retail is improving, with 17 retailers making the top 50 list.
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Non-food retailers led the way with an impressive average score of 81.5.
However, the news wasn't as bright for Waitrose, John Lewis Partnership's food chain.
It fell to 26th place with a score of 82.4, down from fourth last year, as it faces challenges like increased competition from discount grocers and declining consumer confidence.
John Lewis' success comes after a strategic turnaround led by chairman Jason Tarry and MD Peter Ruis, focusing on better customer experience, revamped stores, improved online services, and a return to its price-match promise.
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This has driven higher satisfaction and a 73% rise in profits, though its sales still lag behind M&S.
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Jo Causon, chief executive of the Institute of Customer Service, said: "Retail is a competitive space which consistently ranks among the top sectors for customer satisfaction.
"The John Lewis turnaround is noteworthy, as an increase in customer satisfaction has coincided with a rise in profits, something we also saw with M&S.
"Successful retailers understand it pays to consistently focus on the customer to drives brand loyalty, trust, and sustainable growth – and as our research shows, enables organisations to weather difficult events, such as cyberattacks."
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How did each sector perform in customer satisfaction?
THE latest UKCSI data shows improved customer satisfaction across most sectors over the past year and six months. Automotive : Satisfaction rose by 1.0 points since July 2024, reaching 79.5, with a smaller 0.9-point increase since January 2025.
: Satisfaction rose by 1.0 points since July 2024, reaching 79.5, with a smaller 0.9-point increase since January 2025. Banks & Building Societies : Scored 81.1 in July 2025, up 1.8 points over the year and 1.1 points since January.
: Scored 81.1 in July 2025, up 1.8 points over the year and 1.1 points since January. Insurance : Improved by 1.3 points year-on-year and since January, reaching 78.8.
: Improved by 1.3 points year-on-year and since January, reaching 78.8. Leisure & Hospitality : Scored 80.0, up 1.0 points over the year and 0.7 points since January.
: Scored 80.0, up 1.0 points over the year and 0.7 points since January. Public Services (Local) : Saw the biggest year-on-year rise in satisfaction, up 2.4 points to 72.7, and a 1.7-point increase since January.
: Saw the biggest year-on-year rise in satisfaction, up 2.4 points to 72.7, and a 1.7-point increase since January. Public Services (National) : Scored 74.0, up 0.7 points year-on-year and 0.3 points since January.
: Scored 74.0, up 0.7 points year-on-year and 0.3 points since January. Retail (Food) : Satisfaction climbed by 1.2 points over the year and 0.7 points since January, reaching 80.6.
: Satisfaction climbed by 1.2 points over the year and 0.7 points since January, reaching 80.6. Retail (Non-food) : Scored 81.5, up 1.1 points year-on-year and 0.9 points since January.
: Scored 81.5, up 1.1 points year-on-year and 0.9 points since January. Services : Saw the largest improvement overall, rising by 3.1 points to 76.6 over the year and 2.5 points since January.
: Saw the largest improvement overall, rising by 3.1 points to 76.6 over the year and 2.5 points since January. Telecommunications & Media : Scored 74.4, with a 1.1-point increase year-on-year and since January.
: Scored 74.4, with a 1.1-point increase year-on-year and since January. Tourism : Satisfaction rose by 1.2 points over the year and 0.9 points since January, reaching 80.5.
: Satisfaction rose by 1.2 points over the year and 0.9 points since January, reaching 80.5. Transport : Improved by 2.4 points year-on-year and 1.7 points since January, scoring 73.9.
: Improved by 2.4 points year-on-year and 1.7 points since January, scoring 73.9. Utilities: Rose 1.9 points over the year and 1.7 points since January, reaching 71.7.
Which other companies are included in the top 50?
First Direct, Starling Bank, John Lewis, and Nationwide are the top-rated organisations for customer satisfaction, with scores of 87.7, 87.0, 86.7, and 86.3 respectively.
Banks and building societies are strong contenders, with seven organisations in the top 50, including three of the top five.
PayPal and Klarna made their debut in the UKCSI, ranking among the 10 highest-rated organisations.
Seven automotive companies and six tourism firms also feature in the top 50, while just two insurance providers, SAGA and Aviva, made the list.
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Jet2 is the only transport company included, and HM Passport Office is the highest-rated organisation in the public services (national) sector.
Of the top 50 organisations, 34 improved their scores by at least one point compared to July 2024, with eight achieving an increase of four points or more.
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