Amazon has topped a consumer poll which ranks retailers for their levels of customer satisfaction.
The online retailer's UK Customer Satisfaction Index Score of 88.6 beat John Lewis (88.1), last January's winner, into second place.
John Lewis saw one of the biggest drops in the Top 50 with a fall of 4.2 compared to Amazon's drop of 1 point.
The overall picture across retail and nearly all other consumer-facing sectors was of declining satisfaction levels.
Institute of Customer Service CEO Joanna Causon said: 'Overall customer satisfaction has now fallen in two consecutive UKCSI surveys. This serves as a wake-up call to organisations and a reminder of the crucial importance of customer service to sustainable business performance.'
She said: 'Today’s customers are savvy, discerning and expect organisations to relate to them as individuals, not as transactions. Customers have greater choice, more ability to switch their business and access to an ever-expanding set of communication channels to express their preferences or displeasure.'
Waitrose (86.9) was third and followed by Marks & Spencer (food), Aldi and Boots. John Lewis was the most trusted organisation with a score of 8.8 and Amazon was fourth with a score of 8.6.
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