The Original Factory Shop scores highly with customers, UK Customer Satisfaction Index reports


The Original Factory Shop, which has more than 200 stores across the UK and offers well-known brands at factory prices, has seen its customer satisfaction rating hit 84% in the past 12 months.

John Lewis (87.2%) and Amazon (86.7%) head the most recent six-monthly national UK Customer Satisfaction Index, published by the Institute of Customer Service, with The Original Factory Shop close behind in third place.

To make the assessment, The Institute of Customer Service surveyed customers from the Original Factory Shop on their experience and satisfaction when purchasing and interacting with employees. Responses were measured across professionalism, quality and efficiency, ease of doing business, timeliness, problem solving, and complaint handling.

The Original Factory Shop achieved outstanding scores in every category, with respondents feeling they were treated as valued customers; given correct information; and kept well informed.

Staff at The Original Factory Shop were viewed as helpful and the company’s overall reputation scored highly.  Customers felt also that The Original Factory Shop delivered strongly on product range, quality and cost.

“These fantastic results are testament to the hard work of all of our colleagues who are obsessive about engaging with our customers,” said Hannah Legg, brand & customer marketing director at The Original Factory Shop.  “It’s an ongoing process and we’ll strive to do even better next year.

“And, of course, we’d like to thank our customers for their support. We’ll continue to do our best to ensure their shopping experience is personal, enjoyable and with bargains galore.”


Jo Causon, chief executive of the Institute of Customer Service, said: “Business benchmarking enables organisations to compare themselves to some of the largest operators in the UK whilst surveying their own customers to gain a better insight into their needs, and develop strategies to meet them.  By using the same survey as the national UK Customer Service Index, organisations can also review their customer service delivery against other sectors to find out what best practice looks like.”