Latest news with #UKCustomerSatisfactionIndex
Daily Mirror
2 hours ago
- Business
- Daily Mirror
Morrisons makes major change for customers at tills and in aisles
Supermarket chain is trying to ensure staff are on hand to assist at self service tills and finding items Every supermarket shopper knows the feeling - you get to the self service checkout and your bottle of wine pings - you look around and there's no staff to help. Also you're trying to find a key ingredient for baking - and it's not where it should be in the store - but you can't find anyone to point you in the right direction. Now supermarket chain Morrisons has decided to take action to stop that happening - by banning staff from hiding out in the stockroom. Morrisons has tolf store staff that it is limiting their access to its stockrooms as the supermarket looks to boost its customer service ratings. The grocery chain told employees it was imposing new restrictions to ensure it had 'the right colleagues in the right place to delive r the best service to all customers', The Telegraph reported. From August, only authorised managers and staff that scan in deliveries or handle online orders will be allowed to enter the stores' warehouse areas. Morrisons said it will assign s ome customer assistants to storerooms, while others will be blocked under the new rules. This is to allow employees to focus on 'availability and service at the shelf edge for our customers and remove idle time', the retailer added. A spokesman for the company told the publication that the change was 'part of our relentless drive to improve customer service and availability'. They claimed the move will allow it to replenish shelves quicker and improve efficiencies across its warehouses. It comes as the latest UK Customer Satisfaction Index revealed earlier this month that Morrisons ranked lower than Tesco, Sainsbury's, Aldi, M&S and Ocado for shoppers with a score of 79.1. The researchers behind the ranking said this marked Morrisons' highest rating since July 2018. Morrisons last month said it had 'bounced back' from a cyber attack which disrupted its Christmas trading, as it posted stronger sales and profits for the latest quarter. However, it came as the UK's fifth-largest supermarket chain warned that rising inflation is driving 'subdued' sentiment among shoppers. Sales grew by 4.2% to £3.9 billion for the 13 weeks to April 27, compared with the same quarter a year earlier. Rami Baitieh, chief executive of Morrisons, said he was 'pleased to report that Morrisons has bounced back strongly' from disruption linked to a cyber attack on its technology supplier Blue Yonder in November. The retailer had previously said the incident caused slower sales growth in the quarter to January and highlighted that its recent turnaround progress was 'set back' by the issue. The company was unable to see its product availability and stock levels for four days, leading to reduced availability in stores over the key trading period. Bosses said the business had seen sales supported by investment into pricing and promotions amid intense competition across the sector and pressure on customer budgets. Mr Baitieh added: 'Against the backdrop of a challenging macro environment with inflation driving subdued consumer sentiment, value remains at the forefront of customers' minds. 'Throughout the first half we've worked hard on helping customers through these challenges with a rigorous focus on price, promotions and meaningful rewards for loyalty.' It comes as the company pushes on with its major turnaround plan, which has seen it overhaul a raft of store operations. In March, Morrisons announced that 365 staff were at risk of redundancy because of plans to close some of its cafes, convenience stores, florists and fresh food counters. As a result, it said it would shut 52 cafes, all 18 market kitchens, 17 Morrisons Daily convenience stores, 13 florists, 35 meat counters, 35 fish counters and four pharmacies. In its latest update, Morrisons said it has launched new trials including a new-look Market Street section within its stores. Morrisons added that it made a further £58 million in cost savings over the latest quarter, amid plans to save £1 billion by the end of the 2026 financial year.
Scottish Sun
09-07-2025
- Business
- Scottish Sun
Best and worst UK retailers revealed as popular chain makes surprise drop – check where your favourite ranked
We've also listed the top-performing companies across other industries, including banking, hospitality, and insurance 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). Advertisement 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. Advertisement 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. Advertisement This has driven higher satisfaction and a 73% rise in profits, though its sales still lag behind M&S. Popular retailer to RETURN 13 years after collapsing into administration and shutting 236 stores 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." Advertisement 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. Advertisement 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.
Fashion Network
08-07-2025
- 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.'
Forbes
03-06-2025
- Business
- Forbes
Can AI With A Human Touch Help Restore Confidence In Customer Service?
A simple question, but one for the ages: What makes great customer service? From my experience – and borne out by our research over a number of years - customers value empathy, reassurance that their needs are understood, and confidence that appropriate action is being taken. Quite simply, they want a personal response and genuine care. The rise of artificial intelligence (AI) should, in theory, help businesses provide more efficient service, supporting and freeing up employees to create better and more personal interactions. AI offers new capabilities to respond faster, personalize communication, understand connections, and spot systemic issues earlier. Yet, despite these possibilities, customer satisfaction remains stubbornly low. According to the latest UK Customer Satisfaction Index (UKCSI), a twice-yearly study of nearly 60,000 customers, satisfaction is at its lowest point in a decade, costing businesses billions every month in lost productivity and damaged customer loyalty. AI of course has huge potential to improve things. However, to fully harness its potential, we need to first understand why customer satisfaction has fallen and what the real concerns of customers are. We know that trust is becoming increasingly critical for consumers, and that there is a strong correlation between trust and customer service – our research shows that higher levels of service drive higher levels of trust. Despite growing adoption, I'm often asked: do customers really trust AI? There are many factors keeping consumers skeptical about AI in customer service, and perhaps more so about the organisations deploying it. Some examples here are frustrating chatbot experiences, a loss of control over interactions, question marks around how data and information is being used by organisations – or indeed just a genuine preference for human reassurance around complex queries and difficult situations. However, there are reasons to be enthusiastic about AI, if it's implemented correctly. Alongside improving customer interactions when implemented well, much of AI's impact comes from enhancing the customer service journey from behind the scenes. Use cases include analyzing large data sets to predict issues, providing real-time prompts to agents handling complex cases, and helping plan and allocate resources more effectively during peak times. Customer-facing AI adoption may continue to face some resistance, but its potential to improve service design and delivery – particularly for commonplace transactional interactions – offers hope for improving customer satisfaction in the future. (Photo by Jaap Arriens/NurPhoto via Getty Images) NurPhoto via Getty Images AI tools used in customer-facing roles can process vast amounts of information much faster than a person. For example, IBM reports that chatbots can answer nearly four-fifths of routine questions, providing quicker and more detailed responses than a human could. Air India is one example demonstrating AI's effectiveness, with nearly 97% of inbound customer queries now handled by AI, saving time and millions of dollars. AI also helps monitor interactions, analyze persistent problems, and offer real-time insights that can improve both short-term staff deployment and long-term company strategies. On top of this, it is enabling personalized customer experiences, such as faster check-ins or tailored onboarding programs. These are all great examples of how a strategic investment in AI can complement existing service strategies to the benefit of both customers and the organisation's bottom line. When you consider that the UKCSI shows that service failures continue to cost UK businesses £7.3bn per month, there is a lot to be learned from successful process improvements – however they are achieved. Recent research by a team from Harvard and The Hebrew University found that up to 50% of participants would wait for extended periods for a human response over an AI response. Furthermore, when participants believed they were interacting with a human, they read the answers as more empathetic, even when they were actually generated by AI. So, there is something in the fact that we do as human beings trust a human response more than an automated one. As our human response to these AI generated messages demonstrates, AI service tools have evolved beyond limited and robotic messages. AI can detect emotions, pick up on social cues, and respond with the appropriate tone. It can also deliver fluent responses in multiple languages - vital for industries like travel and hospitality. Ultimately however, AI becoming more human raises ethical questions that business leaders need to answer. Uncertainty around the future implications of AI is forcing leaders need to make difficult decisions that may test their moral judgement. The right choices will protect their companies' long-term reputation with customers and employees and ensure sustainable future growth. Technology is changing by the moment and offers immense potential in unlocking knowledge and data but can be cripplingly expensive when firms don't get it right – in fact, just recently we saw UK retailer Marks & Spencer face a £300m loss because due to a large-scale cyber-attack. And indeed, when we look at the £7bn a month estimated cost of service failings I mentioned above, some of this is undoubtedly caused by an over-reliance on AI-powered solutions. Technology is not a panacea. The key to serving customers well – and ensuring they stay loyal, spend more, and recommend you to others – lies in understanding their journeys and touch points. It's not a question of either/or when it comes to technology and the human interface, what matters is the context and intent behind each customer interaction. How you make your customers feel, and whether you build or erode trust in your brand though your interactions, is what counts. As customers we are seeking reassurance that the basics will be right. We are also looking for those magic moments that spark genuine delight and get us recounting our experience to others – which in turn builds up the crucial brand affinity, trust, and reputation that truly differentiates your organisation.
