National Customer Satisfaction Index - UK Results for Supermarkets
The National Customer Satisfaction Index UK (NCSI-UK) is an economic indicator of customer evaluations of the quality of products and services available to household consumers in the United Kingdom. NCSI is produced by the American Customer Satisfaction Index (ACSI), the gold-standard of global customer satisfaction indices. This methodology was developed at the University of Michigan and has been adopted worldwide as a leading macro- and micro-level indicator by universities, governments and countries including the United States (ACSI), the United Kingdom, Sweden, Singapore, Korea, Turkey, South Africa, Mexico, Colombia, Dominican Republic, Indonesia and Barbados.
The National Customer Satisfaction Index - UK Results for Supermarkets provides the full range of data for each supermarket tracked by the NCSI-UK, with detailed scores and benchmarks across the customer experience, including customer satisfaction, customer expectations, value, product quality, service quality, loyalty, recommendations, call centre satisfaction and website satisfaction. The report contains company level performance results for each multi-channel touchpoint, as well as information on what is driving customer satisfaction and loyalty for the sector.
Customer satisfaction with supermarkets is unchanged at 76, as economic recovery continues to elude the sector. Waitrose, however, improves, gaining 1% to an NCSI score of 86. This is both an all-time high for Waitrose and a new record for the category. In second place, the combined score for all other, smaller grocery stores (including ALDI and Lidl) increases 1% to 81. Meanwhile, ASDA falls 1% to 77, to tie with Sainsbury’s. Morrison’s is stable at industry average (76), followed by Tesco (-1% to 73) and The Co-operative Food (unchanged at 71).
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