NCSI-UK Commentary Fourth Quarter 2013
National Customer Satisfaction Index Results for Supermarkets, Department Stores, Electronics Retailers, Pharmacies, Petrol Stations and E-Commerce
March 4, 2014
The National Customer Satisfaction Index (NCSI-UK) gained 0.5% to 75.6 on a 0 – 100 scale in the final quarter of 2013. Even though this is first increase in customer satisfaction over the past year, the improvement is large enough to propel NCSI to a record level.
For most retail categories, customer satisfaction is stronger than it was a year ago. Supermarkets, Petrol Stations and Electrical Retailers all post gains, and Pharmacy Retailers enter the NCSI above the national average. Only Department Stores and E-Commerce show some deterioration, but online retail remains the highest-rated industry tracked by NCSI. Among individual retailers, gainers outnumber decliners: customer satisfaction is up for 45% of measured companies, down for 40%, and 15% register no change.
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This report provides customer satisfaction scores for all measured companies, website satisfaction and call centre satisfaction benchmarks at the industry level, as well as customer experience benchmarks specific to retail categories.