Co-op tops supermarket customer satisfaction rankings

17 July 2019

Co-op is the number one supermarket for customer service, the latest UK Customer Satisfaction Index (UKCSI) has revealed.

Co-op has received its highest ever score, and is the only food retailer whose score has improved since last year.

Published twice a year, UKCSI rates customer satisfaction across 13 sectors – incorporating the views of 10,000 consumers and over 240 brands.

The latest results show Co-op is the leading bricks and mortar supermarket for customer service. Only online grocer, Ocado, is ranked above Co-op in the top ten of food retailers in the July 2019 UKCSI.

The community retailer has continued its improvement in both customer satisfaction and convenience sales growth – where it has enjoyed five years of consecutive like for like growth.

Chris Whitfield, Chief Operating Officer, Co-op food, said: “Our ambition is for all of our stores to be at the heart of local life, connecting communities, creating value locally and, bringing people together. Our Members and customers expect us to deliver what they want, need and, care about – and we are dedicated to doing just that. We are delighted with the findings, and while there is always more that needs to be done, they illustrate outcomes of continued investment in our people, product development, store improvements, supplier relationships and communities.”

Joanna Causon, CEO of The Institute of Customer Service, commented: “In a highly competitive sector where service levels are on the whole declining, focusing on delivering a brilliant end-to-end experience is increasingly important.

“Our previous research shows a correlation between sustained levels of high customer satisfaction and increased sales, market share and repeat custom. Co-op food is showing the benefits of getting service right for customers – with a strong performance in the UK Customer Service Index also being reflected in its financial performance.”

Since the Co-op rejuvenated its brand and relaunched its Membership scheme in late 2016 it has grown its active Membership by 1.3M to 4.6M. Last year alone its Local Community Fund shared more than £19M with over 4,000 local causes who make a difference in its communities.

Last month, the Co-op was awarded the title of “Grocer of the Year” at The Grocer Gold Awards.

Further information:

Andrew Torr

Co-op Press Office

M: 07702505551

E: andrew.torr@coop.co.uk

Or contact the Institute of Customer Service via: https://www.instituteofcustomerservice.com/

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