Lakeland in customer experience top ten

Four housewares retailers are in the top ten brands in KPMG’s Customer Experience Excellence ranking for 2020, Lakeland retains its place in the top ten at number seven (down one place from 2019).

John Lewis goes up nine places in the rankings, coming fourth in the list, while shopping channel QVC takes second place (up eight places). Meanwhile M&S Home and Clothing is up ten places from last year, making it number nine.

The top 50 also includes Next (slipping down at 33), online electricals retailer A0 (down at number 36), and Amazon (down at 41).

Referring to the major behavioural shits caused by the coronavirus pandemic, KPMG Nunwood Excellence Centre refers to the ‘New Customer’. This is described as: ‘One who has less to spend, is increasingly digital and displays unfamiliar patterns of demand.’ The centre suggests there are now ‘six key pillars’ to delivering the best customer experience: integrity (and trustworthiness), resolution and innovation; expectations; time and effort; personalisation; and empathy.

The list includes a variety of other businesses, including banks (First Direct claims first place again), hotels and restaurants.

 

Top: Lakeland’s stores in Lincoln and Newcastle.

MORE NEWS
Copy of Progressive Preschool featured image (14)
 
BIRA has condemned yesterday’s (30 October, 2024) budget as the most damaging for independent retailers in recent memory. ...
Copy of Progressive Preschool featured image (2)
 
Spring Fair needs your help to bring together a Hall of Fame compilation of memories, pictures and great stories from the show’s 75-year history....
Copy of Progressive Preschool featured image (13)
 
Saladmaster UK, a division of Regal Ware, has announced its membership of the Federation of the European Cookware, Cutlery, and Housewares Industries (FEC). ...
Copy of Progressive Preschool featured image (12)
 
The upcoming Digital Academy event is a unique opportunity for retailers who want to focus on sustainability when ordering their product range....
Copy of Progressive Preschool featured image (11)
 
New research reveals that under half (43%) of families sit down and eat together and a third of people eat their daily meals on the sofa. ...
Copy of Progressive Preschool featured image (10)
 
The award was a result of Lakeland’s Future Ready initiative over the last three years, showcasing transformation and innovative thinking within the business....
Get the latest news sent to your inbox
Subscribe to our daily newsletter

The list doesn't exist! Make sure you have imported the list on the 'Manage List Forms' page.