John Lewis has seen positive movement across all four pillars that has resulted in its Overall Effort Score increase +3 points to 59. As a result, it now sits in 2nd position in the UK Technology Retail rankings.
Style of Communication now has a score of 64, a +3 point increase wave on wave. The reason behind this quarter's score is due to half of John Lewis’ customers rating it as ‘excellent’ for communicating with them in their chosen language.
There was also a percentage increase in its customers rating John Lewis and its customer service agents’ politeness, moving from 47% in Q3 to 49% in Q4.
Elsewhere, its Knowledge & Expertise score went up to 58 after more of John Lewis' customers rated how well the customer service agent understood their issue as 'excellent', moving from 42% to 45%.
Both Speed Resolving Problems and Valuing the Customer went up +3 points to 58 and 61 respectively.
Its scores could shift again next quarter, however, as it was announced that John Lewis has brought back personal loans after partnering with digital bank Zopa to provide customers access to between £1,000 and £35,000. Personal finance is an area where Customer Effort is particularly sensitive – we will be watching closely.