Marks & Spencer has become the latest high street retailer to join the Institute of Customer Service.
The move comes after Morrisons and Asda joined the UK’s professional body for customer service earlier this year. Waitrose signed up in 2010.
“Great service has always been a cornerstone of the M&S offer and we are looking forward to working with the Institute and its members to share new ideas and best practice,” said Jo Moran, head of customer service at M&S.
ICS chief executive Jo Causon added: “Our research indicates that retail is the most competitive sector of the UK economy and the fact we are seeing a growing interest in Institute membership from retailers is further proof that customer service is fast being recognised as a significant strategic business driver.”
M&S serves 21 million customers a week and employs 78,000 people across 700 stores in the UK.
Customer Satisfaction Index: Good service isn’t dead (29 January 2011)
Store service ‘now a board level priority’ (22 January 2011)