Tesco is the most improved UK supermarket for customer satisfaction, according to survey of 10,000 UK consumers.
The latest UK Customer Satisfaction Index (UKCSI) reveals the retailer has seen a 1.2 point rise to 80.1 out of 100 in its satisfaction score, based on customer measures including trust, complaint handling and getting things right first time.
But it remained behind the average score of 81.3 in the food sector - with M&S topping the list of supermarkets at a score of 85 - in the list compiled by the Institute of Customer Service.
Its biggest areas of improvement were for measures of complaint handling and the proportion of customers who reported staff got things ‘right first time’ (85%).
Asked whether they trust the retailer, consumers scored it 7.7 (out of 10) - up from 7.5 in January 2016.
The Institute said customers had been impressed with the attitude demonstrated by Tesco’s staff, scoring 6.6 compared with 5.8 last year.
Tesco scored 8.5 out of 10 when customers were asked whether they were likely to purchase from the retailer again.
Jo Causon, CEO of the Institute of Customer Service, said: “It has been widely acknowledged that customer trust in Tesco suffered during the 2014 accounting scandal, which saw the company lose touch with loyal patrons. This loss in trust saw record losses during 2014/15 but a renewed focus on service excellence has finally got customers back on side - this can be seen in the 2017 UKCSI, and, as shown by the company’s recently announced full-year results, has paid dividends.”
In its annual results for 2015-16, Tesco’s operating profits returned back to the black to reach £1.05bn, up from a loss of £5.75bn. At the time, CEO Dave Lewis hailed the results as a sign of “significant progress”.
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