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John Lewis top for customer satisfaction ahead of M&S
The Independent
|July 10, 2025
John Lewis has been named as the nation's favourite retail store, beating a string of other major businesses to take the top spot for customer satisfaction.
The UK Customer Satisfaction Index (UKCSI) received almost 60,000 responses from customers, including retail, banking, services, utilities, telecommunications and more, with a score then assigned to each brand.
John Lewis edged out Marks & Spencer to take the top spot among retail outlets, with Holland & Barrett, Ocado and Amazon also among the best-ranked.
Waitrose was the only food retail firm to see its score fall by more than one point compared to last year, though it remains above the sector average. Having ranked fourth overall a year ago, the shop sits 26th this time around. The report also noted its sales grew in the quarter to May by below the market average.
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