High Street Retailers That Are Levelling Up Their Customer Experience
Customer experience, or the customer’s perceptions and feelings caused by interactions with a business’s staff, products or procedures, is vital to a successful business. A good customer experience makes that individual more likely to use your business’s services again, and has a large impact on brand loyalty and repeat customer rate.
But what makes a good customer experience? We compiled a list of the UK’s favourite high street retailers and trawled through the reviews from the last 12 months on Trustpilot for each to find out how good – or bad – their customer experience is, right from the customers’ keyboards.
High Street Retailers With The Best Customer Experience
A good customer experience strategy can have an incredible effect on a business. Here are the ten high street retailers with the best customer experience, according to Trustpilot reviews.
New Look: With a 4.3/5 rating, 32.4% of reviews mention their excellent customer service.
WHSmith: 21.4% praised WHSmith’s delivery service, and they respond to most negative reviews in less than 24 hours.
Superdry: 19,672 reviews in the last year with a 4.2/5 score. Over 22% of reviewers highlighted both delivery and customer service as excellent.
Home Bargains: With fewer reviews (301), they still hold a 4.2 rating due to their affordable range.
Argos: 13,209 reviews with a strong focus on prompt customer service and reliable delivery.
High Street Retailers With The Worst Customer Experience
Some retailers fall short when it comes to customer service and delivery. Here are the ten with the worst experiences based on Trustpilot reviews.
Asda: 27.5% of reviews cite issues with their delivery service, and they don’t respond to negative reviews.
Morrisons: A 1.5/5 rating, with 35.2% of reviews criticising customer service.
How To Improve Customer Experience In Your Retail Business
To ensure a stellar customer experience, retailers should focus on the following:
- Pay attention to customer feedback and reviews.
- Respond promptly to negative feedback.
- Run proactive and well-trained customer service teams.
- Offer multiple support channels for accessibility.
- Ensure accurate and updated contact information.
Data Sources
https://uk.trustpilot.com/review/www.tesco.com
https://uk.trustpilot.com/review/www.sainsburys.co.uk
https://uk.trustpilot.com/review/www.asda.com
https://uk.trustpilot.com/review/groceries.morrisons.com
https://uk.trustpilot.com/review/www.aldi.co.uk
https://uk.trustpilot.com/review/www.co-operative.coop
https://uk.trustpilot.com/review/www.johnlewis.com
https://uk.trustpilot.com/review/www.marksandspencer.com
https://uk.trustpilot.com/review/www.lidl.co.uk
https://uk.trustpilot.com/review/www.newlook.com
https://uk.trustpilot.com/review/www.argos.co.uk
https://uk.trustpilot.com/review/wilko.com
https://uk.trustpilot.com/review/www.currys.co.uk
https://uk.trustpilot.com/review/www.superdry.com
https://uk.trustpilot.com/review/www.waterstones.com
https://uk.trustpilot.com/review/www.whsmith.co.uk
https://uk.trustpilot.com/review/www.tkmaxx.com
https://uk.trustpilot.com/review/www.homebargains.co.uk
https://uk.trustpilot.com/review/www.matalan.co.uk
https://uk.trustpilot.com/review/www.lakeland.co.uk
Content Sources
https://www.superoffice.com/blog/customer-experience-strategy/
