John Lewis - Nice

Technology Retail in the UK

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John Lewis overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

John Lewis is the one to watch in the Technology Retail in the UK table this quarter. The brand has taken second place by posting the highest score it has ever had in the two-year history of the Customer Effort Index, after adding +2.

All four pillars are up too, with Knowledge & Expertise and Speed of Resolving Problems demonstrating the strongest gains, up +3 vs Q2 2025. Valuing the Customer and Style of Communication are both up by +1. We’d urge the brand to focus on these pillars to have the best chance of taking the top spot.

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.

In April this year, the retailer announced it was rolling out its fashion repair service to all John Lewis shops nationwide. This is a great example of a business responding to the evolving needs of its customers and will surely result in a positive boost in our Knowledge & Expertise pillar.

Style of Communication

last quarter

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

53% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

last quarter

53% rate the expertise of the customer service agent as 'excellent'

49% say the way details were clearly explained to them was 'excellent'

51% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

51% rate this brand as 'excellent' for how they made them feel valued/important as a customer

53% say the way they understood their needs was 'excellent'

65% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

47% rate how easy it was to find the information they wanted on the website/app as 'excellent'

50% 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"

61% say they made it ‘very easy’ to achieve what they set out to do