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%.