Frozen food retailer Iceland has been voted as UK's top supermarket for customer service, according to new figures released by The Institute of Customer Service.
The retailer emerged as the highest-ranking supermarket with a score of 83.2, way above the national average of 77.7.
Customer Satisfaction Is Key
Managing director of Iceland, Richard Walker, said, “The satisfaction of our customers is central to our success and we are constantly building on this through competitive pricing, quality, and in-store experience.
"Customer satisfaction is now more important than ever as the market becomes increasingly competitive, but I am proud that we continue to offer our customers the very best experience of any UK supermarket.”
The supermarket scored 81.7 for its emotional connection and 80.9 for ethics.
Sustainability And Innovation
Sustainability commitments and product innovation played an important role in gaining the confidence of consumers, the company said.
The retailer has pledged to remove single-use plastics from its private label range by 2023. It has eliminated palm oil from its own brand products.
In September of last year, it also added 13 new products to its vegan range.
The UK Customer Satisfaction Index measures customer satisfaction at a national and organisational level across 13 sectors, incorporating the views of 10,000 consumers.
It includes more than 30 different considerations like staff professionalism, quality and efficiency, and complaint handling.
© 2019 European Supermarket Magazine – your source for the latest retail news. Article by Dayeeta Das. Click subscribe to sign up to ESM: European Supermarket Magazine.