- In April 2012, in a survey of over 6,000 shoppers by retail analysts Verdict, John Lewis was voted first in terms of customer service, second for quality and came third overall. Waitrose came top in the quality category. John Lewis previously topped this survey for four consecutive years from 2008 to 2011.
- At the UK Customer Satisfaction Awards 2011 Waitrose received the award for Most Responsive Organisation and Valued Customer, while John Lewis won Most Trusted Organisation and Most Reliable Organisation.
- In January 2011, John Lewis won Best Multichannel Retailer and Best Etailer of the Year at the Drapers Etail awards, and at the Drapers Fashion Industry awards in November 2010, John Lewis won Best Department Store, Best Fashion Etailer and Best New Department of the Year for womenswear at John Lewis Cardiff.
- Johnlewis.com was named Best Online Retailer in the 2010 survey by consumer magazine Which?
- In 2010, Waitrose was also voted 'favourite supermarket' in an online poll of 36,000 viewers of BBC1's Watchdog programme, and by readers of Good Housekeeping magazine for the fourth time.
- Our credit card 'partnership card™' won the 'Best Achievement in Customer Service' award at The Card Awards 2009 in London and topped the most recent Which? Credit Card Customer Satisfaction Survey for the second year running.
For more details on these and other awards, see the Achievements section.
Customer research and feedback
Getting feedback can help to inform the business on a wide range of issues and can play a vital role in providing answers: if a particular area of the business is doing well and we want to understand the reasons so we can grow further; if there is a problem but the cause is uncertain; or if a number of options are on the table and we need to narrow them down.
Both John Lewis and Waitrose maintain an ongoing dialogue with their customers through customer research. We run exit surveys at our stores to find out how customers feel about their local branch. We also use formal methods of research and feedback, such as customer surveys, panels, focus groups, online feedback forms and regular mystery shopping. We run tracking studies throughout the year to monitor changes in customers' perceptions to advertising, products, ranges, stores and customer service. To find out customer views on specific issues, we also conduct one-off pieces of research.
We listen carefully to what our customers tell us. When we hear similar views on an issue or business opportunity suggestions, we do our best to respond quickly. Examples include the development of our Waitrose Entertaining and Waitrose.com services, and Quick Check, our scan-as-you shop service. In John Lewis, we introduced name badges for selling Partners to add a personal touch, in response to customers saying they wanted to know who had helped them, so they could return for further help in the future.
Customers are key stakeholders for our business. See how we engage with them and others in our 'Engaging our stakeholders' section.
Contact our customer services
If you have an enquiry about something you bought from us, or a comment or complaint about an experience you've had with us, please follow the links below to contact the relevant store or online service:
