KPMG Nunwood

UK Customer Experience Excellence Analysis 2020


Non-Grocery Retail

Whilst several CEOs took on the personal mantle of communicating directly with their customers as the country went on lockdown, for Lakeland CEO, Catherine Nunn, it was business as usual. Communicating with customers was already how she conducted business. With the advent of COVID-19, Nunn took a leading role in appraising customers in detail of each of the steps that Lakeland was undertaking to keep both staff and customer safe. Like Lush, Lakeland ultimately decided to close its online operation to protect its people.

Lakeland attributes its success to hard work and a belief that it’s the honesty and core values upon which it has built its business that make Lakeland an extraordinary place to work and shop. Lakeland’s values are what they believe in, how they shape their behaviours and actions and help them focus on doing things the right way.

I’m always satisfied with Lakeland’s service and products. I understand the need to reduce the amount of orders they process during this time, in order to make sure everyone that works for them is safe.

UK CEE 2020 respondent


Everybody has an important part to play in bringing this Lakeland difference to life for both customers and employees. Lakeland is a community, all working together to give their customers extraordinary service, whether that be in their contact centre, distribution centre, their stores or head office.


Pillar Score vs. Industry Average

Company Profile

Since 1853 we’ve been dedicated to helping people save for the future and achieve their dreams of owning their own homes. We’ve come a long way, and we’re now one of the UK’s largest building societies. We’ve grown and changed but we’ve always stayed true to our roots. Being there for our customers to help them have a better life is still – and always will be – at the heart of what we do. What matters to you matters to us. We listen so we can understand what makes you tick. At Skipton you’re always a name, never a number.












Time and Effort