The top 50 brands for customer service in the UK and a bank won First Direct has regained a claim to be the UK's best brand for customer experience, stealing the top spot in a survey from last year's winner Lush.
It was a good year all round for banking services, withNationwide Building Society returningto the top 10 andTSB becoming the first major high street bank to break into the top 50. The 'UK Customer ExperienceExcellence Analysis'praised Nationwide, suggesting its strong showing this year was 'driven by an intense focus on the human sideof pandora gold jewelry customer experience as a competitivedifferentiator, led from the very pandora shops sydney top'. The compilers added: 'Reclaiming first place in 2016, pandora charms sale First Direct creates positive brand memories for its customers through its quirky advertising and outstanding customer experience.' Handmade cosmetics company Lush slipped from first to third place, taking the place of John Lewis which moved into second place. Nationwide Building Society jumped in to the top 10 from 23rd place last year, swapping places with Skipton Building Society which fell further down the list. Ocado slipped out of the top 10 pandora bracelet jewelry while posh grocery rival M Food won seventh place. Aside from the banking sector getting its act together, there was a strong showing from the travel sector. Travel companies making it in to the top 20 included Emirates, Virgin Holidays, Saga, Eurostar and Virgin Atlantic. Meanwhile, American Airlines jumped 156 places to 70th place. KPMG Nunwood said: 'In the UK and globally, we are seeing the travelsector leading both customer experienceinnovation and the delivery of experiencequality through people. Indeed, within thissector there is something of an arms race, ascompanies work hard to woo the more affluentpassenger or customer, in particular.' Elsewhere, just two telecoms companies made it in to the top 100: giffgaff at eighth place and Tesco Mobile at 49th. Bank Bonanza: Nationwide is back in the top 10, while TSB is the first big bank in the top 50 The compilers added that firms had 'begun to look intensely at costs' post Brexit. They argued that this had resulted in two things.
Firstly, they said it had made strengthened the case for putting effort into customer experience, and secondly, it had prompted businesses to be more targeted about where they invest as 'in today's hyper competitiveworld it is not possible to be all things toall people'. The research, now in its seventh year, was conducted in July and involved more than 10,000 consumers evaluating 287 brands across 10 sectors. The 'six pillars of customer experience excellence' that the experts looked for were personalisation, integrity, time and effort, expectations, empathy and resolution.
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