Cosmetics retailers continue to dominate when it comes to good quality customer service.
According to Which?’s annual survey of the UK’s 100 biggest brands over a range of sectors, Lush scooped the top spot when it came to customer service for the second year in a row.
The Body Shop, a company that didn’t rank at all last year, swooped into the list in fourth place, just below retail bank First Direct and homeware company Lakeland, in second and third places respectively. The Body Shop was joined by John Lewis and its sister company Waitrose, which ranked in joint fourth place.
For the first time this year, Which? also analysed the customer service of smaller brands in the UK. Topping the charts was beauty brand Liz Earle, recently acquired by Walgreens Boots Alliance. Liz Earle was the only cosmetics company to make it into the top 11 brands.
When it came to customer likes and dislikes, the survey found the one thing that consumers appreciate most in a retailer is friendly and helpful staff. Second to this is good knowledge of the product or service, and speed of service.
Meanwhile, consumers had the most complaints about phone service, and particularly disliked call centres not based in the UK, automated telephone systems and being transferred to many different people.
- Companies:
- L'Oreal
- Lush Cosmetics
- Walgreens Boots Alliance
- Waitrose and Partners
- John Lewis
