Aldi has been named the UK’s 'best supermarket for customer satisfaction’ by the Institute of Customer Service.
The discounter surpassed both Marks and Spencer and Waitrose – ranked at third and second respectively – to reach top position in the 10,000-person survey. Those who partook in it were asked questions on businesses’ complaint-managing and professionalism.
The Co-op, Tesco and Asda were the most poorly-rated supermarket chains in terms of customer satisfaction, the survey showed.
Customer Experience
"For customer satisfaction to continue on this upward trajectory, organisations need to focus on the way they deliver a quality customer experience,” said Jo Causon, head of the Institute of Customer Service.
"They also need to look at the way they tailor what they do to individual customer preferences and the way they analyse problems to eliminate them at source."
The retail (food and non-food) sectors are the top overall for customer satisfaction, whilst banking is among the most improved. Eight of the top ten organisations are from these industries, including Amazon (at number one), John Lewis, Next, Aldi, Nationwide and M&S Bank.
The Institute of Customer Service has been carrying out the survey since 2008.
© 2017 European Supermarket Magazine – your source for the latest retail news. Article by Peter Donnelly. Click subscribe to sign up to ESM: The European Supermarket Magazine.
