Research also shows that department stores are most improved of any retail category

Play.com tops customer satisfaction survey

Play.com has come number one in a customer satisfaction survey that revealed consumers’ happiness with retailers has improved for the first time in almost a year.

After three consecutive quarters of declines in customer satisfaction, the National Customer Satisfaction Index – which looks at electrical retail chains, department stores, supermarkets, e-tailers and petrol stations – found that the two highest scoring companies were Play.com and Amazon UK, Retail Week reports.

Play’s customer satisfaction score rose 1 per cent to 88, while Amazon’s increased 2 per cent to 87.

Department stores saw the biggest increase of any category – rising 2.6 per cent to an average score of 78. John Lewis and House of Fraser both improved by 4 per cent – to customer satisfaction ratings of 83 and 76 respectively.

Electrical retailers came second in the most improved satisfaction scores. Argos saw an increase of 3 per cent to 75, Comet was up 1 per cent to 74, while Currys rose 4 per cent to 72.

Supermarkets were the only type of retailer to see their score fall. Customer complaints were also the highest, at 13 per cent.

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