Latest news with #CustomerSatisfactionIndex
Fashion Network
4 days ago
- Business
- Fashion Network
John Lewis beats M&S in customer satisfaction ranking
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.'
Fashion Network
4 days ago
- Business
- Fashion Network
John Lewis beats M&S in customer satisfaction ranking
has topped its retail fashion rival M&S in the long-running Customer Satisfaction Index ranking, bolstered by the return of its 'Never Knowingly Undersold' pledge. 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.'
Time of India
03-07-2025
- Time of India
Bhopal & Khajuraho airports in India's top 3, score perfect 5
Bhopal: Raja Bhoj and Khajuraho airports from Madhya Pradesh are among the top three airports in India to have achieved top ranking in the country in the Customer Satisfaction Survey for the period from Jan to June 2025. Both the airports scored 5 out of 5 in the assessment while Maharana Pratap Airport, Udaipur in Rajasthan too attained the top position with a perfect score of 5. This is the second time that Bhopal airport secured the top position. Two years ago in 2023, Bhopal airport had secured top position. The evaluation covered 60 airports from a total of 62 facilities. The remaining two airports, Jaisalmer and Tezpur, were not included in the assessment as they lacked scheduled flight services. For Round-1 2025, the overall Customer Satisfaction Index (CSI), evaluated on a five-point scale, reached 4.59. Director of Bhopal airport, Ramji Awasthi, said, "We have implemented several innovative measures to enhance the travel experience."
Yahoo
07-05-2025
- Business
- Yahoo
J.D. Power: Airline satisfaction up despite economic headwinds
(WJET/WFXP) — A new study from J.D. Power shows that, despite a decrease in customer confidence, airlines have seen an improvement in customer satisfaction with a six-point increase since last year. 'Throughout our one-year study period, we've seen a slight decline in both ticket prices and passenger volume, which has helped keep overall passenger satisfaction levels high,' said Michael Taylor, senior managing director of travel, hospitality, retail, and customer service. 'But it's clear that market dynamics are changing and will likely affect passenger experience in the coming weeks and months. Airlines will likely have a tougher year this year, economically, but the key to their longer-term success will be how well they manage economic headwinds without compromising on customer experience.' This year, fewer than one in ten passengers experienced problems, with most flyers citing that flight delays were the most common problem. Those who did not have any issues had a drastically higher level of trust with the airline, 150 points higher than those who did have an issue. Airline staff also proved to be crucial to satisfaction, with a nine-point increase for those experiencing a positive experience while flying in economy/basic economy. Brand loyalty is also a major finding of the study, with those who described their air travel experience as 'perfect' saying that they 'definitely will' fly with that airline again. This year's study showed that JetBlue Airlines has gained the most trust with flyers, and it now sits in second place across all segments, and first place in first/business class. Its most significant jump in satisfaction was in the Premium Economy and economy/basic economy segments, where it saw an increase of over 30 points in both categories. This year is the second year using the 2024 redesigned study. The study measures a passenger's satisfaction based on performance in 7 core categories on a poor-to-perfect 6-point scale. The categories are: Airline staff, digital tools, ease of travel, on-board experience, pre/post-flight experience, and value for price paid. The study collected results from 10,224 passengers from March 2024 through March 2025. First/Business Class This year, JetBlue Airways overtook Delta Air Lines, taking the top spot in customer satisfaction with a score of 738 out of a scale of 1,000 points for the First and Business class segment. Delta Air Lines fell to second with 724 points, after it beat out JetBlue in last year's study. Overall Customer Satisfaction Index Rating [First/Business Class]: JetBlue Airways (738) Delta Air Lines (724) Alaska Airlines (709) United Airlines (690) Air Canada (686) American Airlines (684) Premium Economy For the premium economy segment, Delta Air Lines took first place for the third year in a row with 717 points, with JetBlue coming in second with 699 points. Overall Customer Satisfaction Index Rating [Premium Economy Class]: Delta Air Lines (717) JetBlue Airways (699) Alaska Airlines (691) United Airlines (652) American Airlines (650) Air Canada (616) WestJet (614) Economy/Basic Economy Class As for the economy and basic economy class, Southwest Airlines remains on top for a fourth consecutive year with 694 points, with JetBlue Airline in second place with 663 points. Overall Customer Satisfaction Index Rating [Economy/Basic Economy]: Southwest Airlines (685) JetBlue Airways (663) Delta Air Lines (662) Alaska Airlines (645) Allegiant Air (636) United Airlines (603) American Airlines (597) Air Canada (561) WestJet (537) Spirit Airlines (526) Frontier Airlines (520) Copyright 2025 Nexstar Media, Inc. All rights reserved. This material may not be published, broadcast, rewritten, or redistributed. For the latest news, weather, sports, and streaming video, head to WJET/WFXP/
Zawya
12-04-2025
- Business
- Zawya
NBK named 'Best Retail Bank in Customer Service in Kuwait' for 2024
National Bank of Kuwait (NBK) has once again reaffirmed its leadership in customer service excellence, earning the title of 'Best Retail Bank in Customer Service in Kuwait' for 2024 by Service Hero, the region's only consumer-powered customer satisfaction index. This marks the 14th consecutive year NBK has received this prestigious recognition. The announcement was made during Service Hero's annual awards ceremony, where Mr. Hisham Al-Nusif, Head of Consumer Banking Group at NBK, participated in a panel discussion to share insights on the Bank's customer-centric strategy and how it continues to set the benchmark for retail banking in Kuwait. Customer service quality remains a cornerstone of NBK's strategy. The Bank is committed to maintaining the highest levels of satisfaction by continuously launching new services, products, and initiatives tailored to meet evolving customer expectations year-round. As part of its unwavering commitment to keeping customers at the heart of its operations, NBK places customer satisfaction at the core of its strategic vision. Every new product or service launched is preceded by in-depth research and analysis, led by a specialized team dedicated to capturing customer feedback, evaluating service quality, and driving continuous improvements aimed at exceeding customer expectations. The studies conducted by the Bank both before and after the launch of any new product or service play a pivotal role in ensuring the delivery of top-tier service that aligns with customers' needs and aspirations. Service Hero's Customer Satisfaction Index is regarded as one of the region's most credible indicators of service excellence, owing to its affiliation with the American Customer Satisfaction Index and compliance with the standards of the European Society for Opinion and Marketing Research (ESOMAR). The results are independently verified and overseen by an advisory board comprising prominent academics and business professionals, ensuring objectivity, transparency, and credibility. The "Best Retail Bank in Customer Service in Kuwait" award is 100% based on survey responses that assess key metrics such as meeting customer expectations, satisfaction levels, how well brands handle complaints and loyalty as well as open ended comments give brands the insight to manage their service offering better. The index uses statistically validated data gathered independently from consumers through market research sampling. Its aim is to enable consumers to make their voices heard while simultaneously enabling brands to learn from their feedback.
