Interviews

Lush puts smiles on customers' faces but Scottish Power drains their energy

3 min read

16 September 2015

A new Which? survey said Lush has the best customer service in the UK, with Scottish Power trailing in last.

High street cosmetics retailer Lush is smelling sweet after being voted by shoppers as the best customer service provider in the UK.

The cosmetics firm came top of a Which? Customer service poll of Britain’s 100 biggest brands, which asked over 3,500 shoppers to score companies on staff helpfulness, the company’s knowledge of products and services and whether they make customers feel valued.

Which?, which said that “customer service can put a smile on your face but can make your blood boil”, indicated Lush had been marked so highly because of its happy atmosphere and welcoming staff. One Lush customer said it was “A great shop in every way” as it topped the customer service table with a score of 89 per cent.

In second place was bank First Direct with 86 per cent and Lakeland with 84 per cent in third.

Energy and telecoms firms dominated the bottom of the table. In last place was Scottish Power with 59 per cent followed by fellow energy outfit npower with 61 per cent, BT with 63 per cent, Talk Talk with 64 per cent, Vodafone with 66 per cent and Ryanair, despite its many service improvements, with 66 per cent.

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One frustrated Scottish Power customer said: “They have been incredibly unhelpful, rude and blamed us for a fault they have admitted is their own.”

Friendly and helpful staff came out top of shoppers’ customer service likes, followed by good knowledge of the product or service and speed of service.

But topping customers’ gripes were call centres not based in the UK, automated telephone systems and being passed around lots of different people.

Which? urged other businesses to take lessons from the winning firms. “Good customer service really does make a difference – nearly nine in ten people told us poor customer service puts them off using a brand again,” it said.

“Long suffering customers deserve better, as once again essential services that we all rely on have been caught falling down on how they treat people,” said Richard Lloyd, the consumer group’s executive director. “There is a clear incentive to offer service that makes customers smile. Companies at the bottom of our survey should take note: make your customers seethe and you will pay the price.”