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John Lewis

  Technology Retail in the UK

John Lewis overall Effort Score: 56 John Lewis vs 56 John Lewis last quarter
Sector Effort Score benchmark: 54 John Lewis vs 54 John Lewis last quarter

John Lewis has stayed in 4th position again this quarter and has kept its Overall Customer Effort Score of 56. Three out its four pillar scores also remained the same.

The good news for the technology company is it saw a +3 score increase in Valuing the Customer. This is due to 3% more of its customers rating it as ‘excellent’ for the way their needs were understood, boosting from 42% to 45%.

Similarly, 44% of customers now say the range of solutions that were suitable was ‘excellent’, up from 42% last quarter.

There is room for improvement, however, if John Lewis wants to see those higher score increases. Eleven per cent less of its customers said they were ‘very satisfied’ with the outcome of their communication, making it 39% this quarter compared to last quarter’s 50%.

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Customer Effort in detail

Style of Communication 61 vs 61 last quarter

47% say the politeness of their customer service agents is 'excellent'

45% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge and Expertise 55 vs 55 last quarter

42% rate the expertise of the customer service agent as 'excellent'

41% say the way details were clearly explained to them was 'excellent'

42% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 58 vs 55 last quarter

43% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

44% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

39% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

Speed Solving the Problem 55 vs 55 last quarter

40% rate how easy it was to find the information they wanted on the website/app as 'excellent'

43% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "excellent"

39% rate how they were not left 'on-hold' or in a call queuing system for a long time as 'excellent'

ContactEngine sponsors the Customer Effort Index

ContactEngine believes that a great customer experience is an effortless one, where life is made as easy as possible for the customer. ContactEngine commissioned the Customer Effort Index to measure how real people perceive the effort it takes to be a customer of some of the leading brands in the world. By enabling a comparison of effort not only within an industry, but across industries, we can identify and learn from the brands who lead on making it easy for their customers to do business with them.

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