National Customer Satisfaction Index - UK Results for Department Stores

National Customer Satisfaction Index - UK Results for Department Stores

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 Department Stores provides the full range of data for each department store 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 department stores is up 1% to 78, led by John Lewis with an NCSI score of 84. House of Fraser (+1%) and Marks & Spencer tie at 77, below the industry average, but a 4% gain for Marks & Spencer marks a recovery from a steep drop a year ago. Meanwhile, Debenhams slips 1% to the bottom of the category at 75.