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Technology Retail in the UK

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John Lewis overall Effort Score
Black Star 1

62

VS

Black Star 2

59

last Quarter

Sector Effort Score benchmark
Black Star 3

60

VS

Black Star 4

57

last Quarter

Brand analysis

John Lewis is now joint-third in the Technology Retail in the UK table – a position it shares with Amazon.

The result is mainly due to Argos dropping out of the top three, but John Lewis has also added to its Overall Effort Score this quarter, up +4 wave on wave.

Three of the four pillars are up wave on wave in Q1 2025 – ‘Valuing the Customer’, ‘Knowledge & Expertise’ and ‘Speed of Resolving Problems’.

‘Style of Communication’, meanwhile, remains flat, indicating that politeness of customer service agents could be an area of focus to drive higher scores in the next set of results.

Last August, John Lewis reduced 1% of its headcount and restructured store hours in a bid to improve customer service. While the decision to cut staff often rings alarm bells in the media, John Lewis' moves appear to have paid off as far as Customer Effort is concerned.

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Style of Communication
64

vs

64

last quarter

49% say the politeness of their customer service agents is 'excellent'

50% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

 
Knowledge & Expertise
61

vs

58

last quarter

45% rate the expertise of the customer service agent as 'excellent'

43% say the way details were clearly explained to them was 'excellent'

45% rate how well the customer service agent understood their particular problem or question as 'excellent'

 
Undertanding & Valuing the Customer
65

vs

60

last quarter

45% rate this brand as 'excellent' for how they made them feel valued/important as a customer

46% say the way they understood their needs was 'excellent'

55% say they were 'very satisfied' with the outcome of their communication or contact

 
Speed Solving the Problem
59

vs

58

last quarter

42% rate how easy it was to find the information they wanted on the website/app as 'excellent'

46% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "excellent"

53% say they made it ‘very easy’ to achieve what they set out to do