Overview

• John Lewis scored 86.7 to retake first place among retailers in the 2025 UK Customer Satisfaction Index
• Marks & Spencer secured second place with scores of 85.6 for food and 85.4 for non-food
• Waitrose fell from fourth to 26th after its satisfaction score dropped by more than one point year-on-year
• First Direct rose from 14th to become the highest-rated brand overall, narrowly ahead of Starling Bank
• PayPal and Klarna entered the UKCSI for the first time, ranking among the top ten and outpacing many established firms