Amazon tops customer service survey

Date: 11/10/2011

Online retailer Amazon has topped a customer service poll for the second consecutive year.

The firm, which set up a call centre in Edinburgh earlier this year to handle queries from shoppers, beat John Lewis to the top spot, with Virgin Atlantic coming in third place.

Consultancy Nunwood conducted the research and strategy director at the firm David Conway said customers have a "really strong emotional connection to Amazon".

"For an online retailer [that] is quite extraordinary," he remarked.

Mr Conway was quoted by Marketing Week as saying Amazon is constantly working to use customer feedback or queries - potentially made through its 0800 number - to improve its service.

"Every time someone contacts Amazon, it uses that communication to find out what has gone wrong," he remarked.

Amazon currently employs around 900 workers at its contact centre at Waverley Gate, Edinburgh and vice-president of European operations and customer service at Amazon Allan Lyall described the city as an "outstanding location".