COMMENT: The customer service conundrum for retailers

The last decade has been one of the most turbulent and challenging in recent history for British retailers.
From John Lewis to Asos, the pressure to cut costs and drive up efficiencies has been intense. The latest edition of the UK Customer Service Index, which we have run since 2008, shows that in the last three years scores have slipped across the board.
This is the longest continuous run of declining customer service in the history of our index, taking it back to levels last seen in 2015.READ