First Direct has topped a new Which? survey rating 75 big UK brands for customer service.
First Direct tops our table with a customer service rating of 89%. The telephone and internet bank was the only company to get five stars out of five for all areas of customer service, including customers feeling valued, dealing with issues and product knowledge.
Taking the second and third spots in the survey were John Lewis and Waitrose, with customer service ratings of 86% and 85%. John Lewis is said to be ‘a model of customer service’ by one of its happy customers.
The new Which? survey asked members to rate the customer service of the service providers they use the most. Which? members can read the full article to see where other big banks, shops, supermarkets, telecoms providers and utilities services fared. If you’re not a member, then subscribe to Which today and try three issues for just £1.
AOL Broadband is bottom for customer service
The survey isn’t such good news for AOL Broadband, which came bottom with an awful rating of 44%. One of its customers told Which? that AOL BroadBrand has ‘no concept of the meaning of customer service’. Helping to prop up the rear of the table are TalkTalk and Santander. Both scored 45%.
This year, Which? magazine has been encouraging people to vote with their feet if they’re unhappy with the service they’re getting. Check out Which? Switch – our free switching service to see how much you can save on your energy bills.
Which chief executive Peter Vicary-Smith says: ‘Offering good customer service should be a priority for any business – it beggars belief that so many big name brands still fail to grasp such a basic concept. We’re urging people to vote with their feet if they’re treated badly and take their custom to where it will be valued.’