Latest News
Twickenham is the best for customer service
Tue 9 October 2007
Based on the results of over 83,000 mystery shopping visits, the survey reveals how the various cities, towns and regions of the UK rank in terms of customer service.
The survey has found that Twickenham and the TW postcode area have the best levels of customer service in the UK with a customer service rating of 86.8% on average; edging ahead of Leeds with 86.6% and Lincoln with 86.5%. Also ranked in the top ten cities and towns nationwide for customer service were Sheffield (85.4%) Dorchester (85%), Berwick upon Tweed (84.5%), Doncaster (84.3%), Torquay (84.0%), Durham (83.9%) and Paisley (83.8%).
Propping up the 2007 table were four areas in the south-east of the country – Southend-On-Sea (71.1%), Ipswich (71.3%), the Medway towns in Kent (71.7%) and Canterbury (71.9%) – plus Preston in Lancashire (72.0). However, the worst performer in the 2006 survey, Carlisle, rocketed up the table this to 53rd with a much improved score of 80%.
In terms of scores for the respective countries within the UK, Northern Ireland takes the crown with an average score of 81.6%. Last year’s winners Scotland slips to the third place behind England according to the analysis, with an average score of 79.9% down from a score 83.2% in 2006. Wales brought up the rear but were still very much in touch with the other home nations with an average score of 79.2%.
Breaking down the results regionally, the North-East of England pips Northern Ireland to top place with an average score of 81.9%. In third is the South-West (80.4%) followed by the South-East (80.2%), Scotland, the North West (79.6%), Wales, the Midlands (78.3%) with East Anglia taking the lowest spot with 77.6%.
Announcing the 2007 results, Tim Ogle, Chief Executive of Retail Eyes, commented: “Understanding of the importance of providing high quality customer service is clearly gaining pace with companies acknowledging through greater investment in training that service is now becoming a key differentiator. The results already indicate the benefits of such investment as where in 2006 over 22 points separated the best and worst performing areas, this year the gap had narrowed to just 15 percentage points. Some of the worst performing areas last year have significantly raised their game and the narrowing of the gap is encouraging and supports our belief that service is rising to the top of most retailers’ agendas in regards to identifying where they can create a competitive edge.”
About the survey
These ratings are based on the results of 83,860 mystery shopping trips conducted throughout the UK by Retail Eyes shoppers from 1 September 2006 to 31 August 2007 broken down by postcode. The mystery visits looked at items including staff friendliness, welcomes and farewells, staff knowledge, understanding customer’s needs, making them aware of promotions and offers, general interaction and customer’s propensity to recommend and advocate the places they visited.
The survey has found that Twickenham and the TW postcode area have the best levels of customer service in the UK with a customer service rating of 86.8% on average; edging ahead of Leeds with 86.6% and Lincoln with 86.5%. Also ranked in the top ten cities and towns nationwide for customer service were Sheffield (85.4%) Dorchester (85%), Berwick upon Tweed (84.5%), Doncaster (84.3%), Torquay (84.0%), Durham (83.9%) and Paisley (83.8%).
Propping up the 2007 table were four areas in the south-east of the country – Southend-On-Sea (71.1%), Ipswich (71.3%), the Medway towns in Kent (71.7%) and Canterbury (71.9%) – plus Preston in Lancashire (72.0). However, the worst performer in the 2006 survey, Carlisle, rocketed up the table this to 53rd with a much improved score of 80%.
In terms of scores for the respective countries within the UK, Northern Ireland takes the crown with an average score of 81.6%. Last year’s winners Scotland slips to the third place behind England according to the analysis, with an average score of 79.9% down from a score 83.2% in 2006. Wales brought up the rear but were still very much in touch with the other home nations with an average score of 79.2%.
Breaking down the results regionally, the North-East of England pips Northern Ireland to top place with an average score of 81.9%. In third is the South-West (80.4%) followed by the South-East (80.2%), Scotland, the North West (79.6%), Wales, the Midlands (78.3%) with East Anglia taking the lowest spot with 77.6%.
Announcing the 2007 results, Tim Ogle, Chief Executive of Retail Eyes, commented: “Understanding of the importance of providing high quality customer service is clearly gaining pace with companies acknowledging through greater investment in training that service is now becoming a key differentiator. The results already indicate the benefits of such investment as where in 2006 over 22 points separated the best and worst performing areas, this year the gap had narrowed to just 15 percentage points. Some of the worst performing areas last year have significantly raised their game and the narrowing of the gap is encouraging and supports our belief that service is rising to the top of most retailers’ agendas in regards to identifying where they can create a competitive edge.”
About the survey
These ratings are based on the results of 83,860 mystery shopping trips conducted throughout the UK by Retail Eyes shoppers from 1 September 2006 to 31 August 2007 broken down by postcode. The mystery visits looked at items including staff friendliness, welcomes and farewells, staff knowledge, understanding customer’s needs, making them aware of promotions and offers, general interaction and customer’s propensity to recommend and advocate the places they visited.
Stand Out From The Crowd
Customer Experience is one of the most cost effective methods of differentiating yourself from the competition.
Success Through Satisfaction
Customer satisfaction surveys are a highly effective method of gaining feedback from your customers and improving customer loyalty.