Amazon tops customer satisfaction survey

Amazon has been ranked the number one retailer in the UK for customer satisfaction. In response, the online retailer is offering £10 off orders today (25 January) only.

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Last updated: 25 January 2018 - 1.23pm

Amazon has been voted the best company for customer service for the fifth year in a row.

According to the latest UK Customer Satisfaction Index, the top 10 perhaps surprisingly also features several banks and building societies.

First Direct came in second overall, with Yorkshire Bank, M&S Bank and Nationwide all making the top 10.

Yorkshire Bank enjoyed a 10 point increase in its customer satisfaction results since the last report six months ago. That makes it the most improved organisation across the whole index of 250 organisations.

The report is the result of a survey of 10,000 customers covering 13 industry sectors measuring 30 key drivers for customer satisfaction.

[Read more: best time to visit supermarkets to get the biggest discounts]

The Top 10


2. First Direct

3. Yorkshire Bank

4. Superdrug

5= John Lewis

5= Wilko

7= M&S Bank

7= Nationwide


9= Tesco Mobile

9=. Waitrose

12. Greggs

Overall, customer satisfaction has remained the same with us generally as happy with the service we receive today as we were six months ago.

While it is great that we aren’t getting worse service, there are concerns that companies aren’t investing as much in improving their customer experience.

“For organisations to maintain momentum and benefit from long-term returns, they must continue to invest in customer service and place it at the heart of their business strategy,” says Jo Causon, chief executive of The Institute of Customer Service.

“The temptation may be to hold back in economically uncertain times, but with improvements in customer service worth £81.5bn to the UK’s GDP through repeat custom and recommendation, consistency is key to success.

“It is also clear that where satisfaction is maintained, organisations will see a direct link to turnover growth, profitability and productivity.”

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Bag £10 off Amazon today

To celebrate taking the top spot Amazon has announced that customers on its site can enjoy a £10 discount today.

If you spend £50 or more on Thursday 25 January you can get a £10 discount by entering the promo code BIGTHANKS at the checkout.

The discount is available on products sold by Amazon retail including AmazonFresh, Amazon Pantry and Prime Now. It cannot be redeemed against products sold by third-party sellers on Amazon Marketplace or on Amazon Gift Cards, video games, baby product or digital content.

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