The latest UK Customer Satisfaction Index (UKCSI) features Co-op Food as the top bricks and mortar food retailer for customer service. Only one grocer, online supermarket Ocado, was ranked above the Co-op in the index, which rates customer satisfaction across 13 sectors, incorporating the views of 10,000 consumers and over 240 brands. Published by the Institute of Customer Service, the index covers five dimensions: experiences with organisations; complaint handling; and perceptions about an organisation’s customer ethos; emotional connection; and ethical behaviour.
The index praised the Co-op for making improvements in both customer satisfaction and convenience sales growth, where it has enjoyed five years of consecutive like for like growth. Co-op Food achieved sales growth of 4.5% in 2019, outperforming the sector average of 2.0%.
According to the index, Co-op Food is the most improved supermarket in the food retail sector, despite the average food retail sector customer satisfaction falling year on year by 1.1 points, to 80.1.
The report highlights that in January 2019, Co-op Food exceeded the sector average customer satisfaction for the first time.