A customer experience programme to set John Lewis & Partners apart

Partners at the heart of the difference

2018 saw the business rebrand to John Lewis & Partners, which signalled the importance of its people in delivering a difference to customers. It describes the “energy, commitment and personality” of its Partners as crucial in “delivering excellent customer service and high-quality products.” 

Our partnership makes us stronger

Back in 2009, long before most companies ran CX studies, John Lewis asked us to help it set up a branch-level satisfaction programme.

​Ten years on, this study has been rolled out to analyse feedback from key touchpoints during the shopper experience, including store, web and delivery.

​During this time, JL & P has won many awards for its service, marketing and store development, and has achieved year-on-year turnover growth. 

​Senior executives have often referred to the programme as a key factor behind this growth. We think there are 5 elements to this success. 

​1. Establishing a clear understanding of what ‘excellent looks like’ – sharing this in engaging formats across the business.

​2. Relentless focus on the important whilst becoming more agile and experimental 

​3. Closed-loop feedback – commitment to taking action on the back of criticism

​4. Triangulated insight stories for Board-level decisions. We work collaboratively to gauge progress and spot opportunities – fusing many sources of customer feedback with internal sales and behavioural data 

​5. A quiet determination to be the best – partnership approach ensuring universal commitment to ‘getting even better’.

Evolving whilst achieving highest-ever scores 

Kokoro’s work has helped identify opportunities for John Lewis & Partners to continually improve how they serve customers – from enhancing interactions via the introduction of handheld devices, to all Partners being asked to identify moments in the delivery journey that help shoppers feel more in control. 

Estate:  

51 branches across the UK

Revenue

£3.8 billion in 2018

Investment

Significant step up in training and capability building investment in 2018

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