Retailers driving up customer service standards to aid recovery

"It is no coincidence that retail has turned in such a strong performance in the latest UK Customer Service Index - and that we are also seeing a strong set of Christmas trading results from retailers such as John Lewis, Morrisons and Tesco," said Jo Causon, chief executive of the ICS.

"The retail sector is intensely competitive and cannot afford to take its eye off the ball when it comes to customer service - especially during the recession, when consumers are careful about where they spend their money, and retailers are having to fight for every penny.

"With growing signs that the UK is coming out of recession, it is vital that retailers maintain this focus on the customer as the UK continues to build a stronger service economy."

In terms of individual companies’ service performance, high street favourites John Lewis and Marks & Spencer dominate, with John Lewis Partnership taking the top two spots.

Andrew Murphy, director operational development at John Lewis said: "It's great that customers appreciate the service John Lewis Partners provide and this recognition adds to the huge pride we all take from running a business which belongs to us. 

"Our aim is always to provide service that is so good and so reliably consistent that customers can have complete faith in our ability to get it right for them, whether for big purchases or for small ones. We're working constantly to improve all aspects of our customer service and have absolutely no intention of resting on our laurels."