Aldi named top supermarket for customer satisfaction
Aldi has been revealed as the highest performing supermarket for customer satisfaction, overtaking M&S and Waitrose, in a report conducted by the Institute of Customer Service.
Having also marked the largest gains in sales and market share, Aldi came seventh overall in the UK Customer Satisfaction Index (UKCSI), up from 34th place last July.
Amazon topped the list, followed by online bank First Direct, John Lewis and tour firm Jet2holidays.com.
Published biannually, the report ranked over 250 organisations and 13 sectors, incorporating the views of 10,000 consumers over factors including staff professionalism, quality, efficiency and complaint handling.
Overall, customer satisfaction scored 78.2 out of 100, representing a rise of 0.8 points compared to July 2016. It is also the highest score ever achieved by organisations in the UKCSI.
Jo Causon, chief executive at The Institute of Customer Service, said: “Many organisations have woken up to the need to respond to more savvy, confident customers, who are clear about what they want and what they will pay for.
“However, in many cases relationships are too transactional and organisations are failing to create the sort of relationship that leads to loyalty, advocacy and sustained business growth.”