Pret and Greggs applauded by customers for satisfaction

Pret A Manger, Greggs and Subway have been listed among the top 50 UK performing organisations in terms of customer satisfaction.

Published in the UK Customer Satisfaction Index (UKCSI) for January 2014, Pret A Manger was listed fifth by customers with a score of 86.4 out of 100, Greggs was 10th with 84.2, and Subway took 21st with a score of 83.2.

Costa Coffee was placed in 27th (83) and Caffè Nero took 49th with 81.5.

According to the report, published twice a year, the 50 organisations with the highest UKCSI scores in the January 2014 survey represent approximately a “top quartile” of the 189 named organisations covered in UKCSI.

All organisations in the top 50 scored above the UKCSI national average of 77.1.

Elsewhere, Marks & Spencer (food) and Pret A Manger were listed as most trusted organisations by customers, with a trust score of 8.7 out of 10 and 8.4 respectively.

Commenting on the results, Mark Palmer, marketing director for Pret A Manger, said: “We’re delighted to have placed so high in the UK Customer Satisfaction Index. Customer service is at the heart of what we do at Pret A Manger, and it is testament to all of our staff that we have achieved such a high ranking.

“The bar has now been set, and we will strive to build upon this good work and continue to provide fresh, natural food to our customers with warmth, speed and professionalism.”

However, the report revealed that customer satisfaction in the UK has recently fallen. Overall customer satisfaction in the UK fell to 77.1 out of 100 in January 2014, compared to 78.2 in January 2013.

The national measure of customer satisfaction, published every six months by the Institute of Customer Service, also recorded a fall in July 2013, following an unbroken series of increases between January 2009 and January 2013.

Joanna Causon, CEO, said: “Today’s customers are savvy, discerning and expect organisations to relate to them as individuals, not as transactions.

“As the economy begins to show signs of growth, those organisations best placed to benefit are those who have built trusted relationships with customers based on consistent service.”

The UKCSI is the national measure of customer satisfaction, based on an online survey of consumers, geographically and demographically representative of the UK population.

Customers are asked to rate organisations on customer priorities that they have identified as important. Priorities are grouped in terms of professionalism; quality and efficiency; ease of doing business; problem-solving and timeliness.

Each priority is given a weighted score, which are used to produce the index. 

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