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John Lewis has emerged as the highest-performing retailer for customer service in the UK, according to the latest UK Customer Satisfaction Index.
The department store chain scored 86.4 out of 100 in the bi-annual study, placing it second across all industries. Banking brand first direct took the top spot with a score of 87.0, while Hays Travel followed in third at 86.2.
The report, published by the Institute of Customer Service, shows a general recovery in national service levels. The average satisfaction score rose to 78.2, representing a 2.1-point increase compared to the previous year. This is the third consecutive rise for the index, which tracks 13 sectors across the economy. Every sector recorded an improvement in satisfaction levels since 2025.
Research highlights a growing correlation between service quality and financial performance. Retailers with above-average satisfaction scores, including M&S, reported stronger sales growth. The data reveals that 36% of shoppers are prepared to pay more for excellent service, an increase from 31% last year. This is the highest level recorded since the study began in 2014.
The index found that top-performing organisations successfully combine digital and logistics excellence with a focus on personal customer needs. Value remains a primary concern for consumers, with 32% of respondents citing it as their top priority. Beyond complaint handling, satisfaction scores rose by more than two points across dimensions including experience, ethics and emotional connection.
Chief executive of the Institute Jo Causon said: “We have entered a new world where the basics of delivering a good product or service on time are base-level expectations. Service is the differentiator, and what sets the brands at the top of the UKCSI apart is that they consistently deliver on their service promise. And when things go wrong, you can usually rely on them to put it right.
“Consumers are feeling unsure about the UK economy but more optimistic about their own finances – so they are spending, but being selective about where. The best-performing organisations understand the importance of keeping promises to customers, and customers are taking note.”
