YPO has been awarded an outstanding rating of 90.2 for customer satisfaction in the latest rankings issued by The Institute of Customer Service.
We beat benchmark scores for household names such as John Lewis (85.0), Marks & Spencer (83.6) and Amazon (83.1) in the 2024 UK Customer Satisfaction Index.
The rating is far higher than the average of 75.8 for businesses across the UK and 80.4 in YPO’s sector, non-food retail.
As well as an overall score, businesses can see how they are ranking against others in specific areas. YPO scored highly on areas including customer experience (90.3%), customer ethics (84.1%) and helpfulness of staff (93%).
More than nine out of 10 customers (94%) said they would buy from YPO again and 93% said they would recommend the organisation to others. The Institute of Customer Service’s national survey, introduced in 2008, is the UK’s largest. Described as “a barometer of the state of customer satisfaction in the UK”, it uses feedback from an online panel of 15,000 customers. The index uses a consistent set of measurements to look at 281 organisations across 13 sectors, allowing companies to know how they perform in the eyes of their customers by showing their performance against competitors and themselves in previous years. YPO has ranked consistently highly in the 10 years that it has taken part in the survey. This year’s achievement surpasses last year’s score of 84.7 and is a fraction shy of YPO’s all-time best score of 90.6 in 2017.
Martin Armytage, head of education business, customer experience and sales at YPO said: “These fantastic results demonstrate our continued commitment to delivering the highest level of customer service. It is our priority that all customers receive the highest quality products at the best price, but also feel valued and part of the wider YPO family. These results that place us well above the national average on customer satisfaction show our hard work is paying off.
“I’d like to thank everyone at YPO for their great work during the year, and also thank our customers for opting to buy with us. We shall continue to provide value for money for the public sector and strive for even better results in future.”
YPO is one of the largest public-sector buying organisations in the UK. It offers an extensive range of products and services to all public sector organisations, ranging from schools to emergency services and is owned and governed by 13 local authorities across Yorkshire and the North-West.
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