KPMG Nunwood
Publications

UK Customer Experience Excellence Analysis 2020

John Lewis

Non-Grocery Retail

John Lewis & Partners was one of the first retail chains to close its doors as COVID-19 began to spread in the UK, protecting both its partners and its customers. For some respondents to our research their rating of the retailer is a halo recollection of what a great experience looks like, for others it reflects how that experience has continued to be delivered online.

As the stores shut down, John Lewis continued to demonstrate its values, putting together care packages to deliver to NHS facilities around the country, donating tablets to local hospices to help patients stay connected with loved ones, and setting up a hardship fund to help take care of any John Lewis Partners in need.

The retailer also introduced a virtual appointments service with nursery, home and styling partners, to continue to offer a personal service for its customers. The store closure curtailed the development and testing in the short term of an innovative retail concept located within the John Lewis & Partners Southampton store - an “experience playgrounds” concept which is designed to bring John Lewis and Waitrose closer together.

The new concept includes stay and play gadget areas, a new farm shop from the partnership’s Leckford Estate, a roof garden, the first ever Waitrose Cookery School inside a John Lewis store, beauty and fashion gift experiences including a personal styling package, and specialist gardening talks and home consultations about garden redesign.

"I bought a new television on their website recently since our old one had gone on the blink. The website was very informative and gave me the information I needed. The cost was competitive and included a 5 year warranty. This was one of the reasons I used them. The delivery process was very smooth. I was kept up to date with both the day and time of the delivery right up until less than 30 minutes before the TV arrived. As always with John Lewis, a great service. I will definitely use them again.”

UK CEE 2020 respondent

 

Pillar Score vs. Industry Average

Company Profile

The John Lewis Partnership's 90,000 Partners own the leading UK retail businesses of Waitrose and John Lewis, as well as John Lewis Broadband and John Lewis Insurance services.

Our founder's vision of a successful business powered by its people and its principles defines our unique company today. The profits and benefits created by our success are shared by all our Partners.

Source

http://www.johnlewis.com

+8%

Personalisation

+9%

Integrity

+7%

Expectations

+10%

Resolution

+7%

Time and Effort

+9%

Empathy