The major British consumers' association Which? has revealed customer service ratings of companies based on a survey of almost 4 thousand UK citizens.
Online bank First Direct has topped a customer service league while energy supplier Npower was ranked bottom.
The survey evaluated the biggest brands in major sectors of the UK marketplace. The respondents gave a rating based on staff knowledge of company’s products and services, helpfulness of staff, resolution of complaints or problems and access to customer support. Another question included was: “How valued did you feel as a client?”
First Direct finished top, some way ahead of other banks. Second on the list was cosmetic store Lush, followed by retailers John Lewis and Lakeland and supermarket Waitrose.
In the bottom three were the popular low-cost airline Ryanair (which still managed to earn some points since last year), with energy companies Scottish Power and Npower closing the rating.
Clients are seriously dissatisfied with Npower’s automated telephone systems. Calls being passed around members of staff and hold music were also considered major irritations.
Previously this year Npower was under a threat of a ban by energy regulator Ofgem that would prevent the company from making telephone sales. According to Npower’s speaker, however, certain improvements in customer service have already taken place.