High Street Retailers Provide Worst Customer Service

A study of UK customer service levels has placed high street electrical retailers Dixons (now known as Currys.digital) and Currys at the bottom of the list.

The electrical retailers not only came bottom of the survey chart, but also had the unhappiest customers.

The study was conducted by UK market research agency, FDS on behalf of Comparistat. It interviewed 1,500 households about 36 leading businesses ranging from utilities and retailers to leading online stores and supermarkets.

The annual survey measures customer service levels, satisfaction with staff, quality, range, innovation, trust, loyalty, value for money and the complaint handling process.

One in five consumers surveyed said they had made an official complaint against a major organisation – an increase of 10 per cent on 2005 – and almost one-third of people who complained reduced or stopped using that store or service.

Energy utilities came at the very bottom of the customer satisfaction chart because they offered ‘poor value for money’.

The winners in the survey were online stores such as Amazon and Ebay, who were placed second and third place in the overall survey rankings.