Amazon tops customer service survey, offers money off orders to customers as a thank you

For the second year in a row, Amazon has topped the Institute of Customer Service’s UK Customer Satisfaction Index (UKCSI) for customer satisfaction, and the company is offering £10 off orders of £50 or more to its shoppers to celebrate. 

Customers can utilise the money off promotion by using the promo code BIGTHANKS at checkout for today – Friday January 20th – only. The promotion applies only to products dispatched and sold by Amazon, and customers can claim a maximum of one offer. 

The survey was taken of 10,000 consumers across Britain with Amazon.co.uk sitting on top of the pile for customer satisfaction. ASOS came in second, with John Lewis M&S Food and Waitrose in third, fourth and fifth respectively. Institute of Customer Service chief executive Joanna Causon said that the survey was of particular intrigue due to its unique timing: "This is the first UKCSI to include survey data collected since the Brexit referendum.

"Customer satisfaction has continued to improve, suggesting that many organisations are performing better on some of the essential elements of customer service, especially in getting things right first time and dealing with problems and complaints." 

Overall, customer satisfaction has risen to 77.8 per cent, marking four consecutive surveys of growth. According to the index, customer satisfaction is at its highest point since July 2013. Customers who prefer either fast, efficient service, or proactive help and advice, even if it takes longer, tend to have higher satisfaction than those whose preference is for a balance of the two. The index also notes that there has been a growth in interactions via website, webchat, apps, text and email. 

In addition to the previously mentioned companies, also featuring among the top ten rated organisations are Nationwide, first direct, Greggs, giffgaff and Iceland. Out of the 230 orgnisations included, the UKCSI identifies that the top 50 are more concerned with complaint handiling and over the phone experiences, though the gap between the top 50 and the rest has narrowed.