Your say counts: Reviewing the Business Benchmarking Survey 2026
Here at ESPO, customers are our top priority.
As members of the Institute of Customer Service, we recently carried out our annual Business Benchmarking survey. Not only does this survey give you the chance to share your experience with us, but it also helps ensure we’re continuously improving the service we provide. Your feedback truly counts and once again, you’ve helped shape our direction for the year ahead.
What is the Institute of Customer Service’s Business Benchmarking survey?
This survey is the national measure of customer satisfaction, which means our results can be benchmarked against the UKCSI scores.
Taking part gives us a strong insight into where we currently stand as a business and where we want to be. It also helps us recognise what we’re doing well, along with the areas where we need to continue making improvements.
The Survey Results
We were benchmarked against various retailers (non-food) such as Amazon, John Lewis and Sports Direct. The benchmarking survey focused on five elements of customer priorities, these included:
- Experience
- Complaint handling
- Customer ethos
- Emotional connection
- Ethics
We’re delighted to share that ESPO scored a total average of 90.8 which is an increase from last year and 13 points higher than the UKCSI average sector score.
During the survey, customers were asked to share up to three words that best described their most recent experience with ESPO. We were delighted to see that the most common words used were ‘easy, quick, helpful and satisfied’.
It’s heartwarming to see so many of our customers describe us in such positive ways. Some customers even went a step further by sending us testimonials about their experience:
"ESPO are a trusted company that I have been using since around 1989 and are very friendly to deal with"
"Always a great service with friendly and competent staff"
"Great team of people, they are friendly, knowledgeable and efficient"
We would like to say thank you to all the customers who took part in this survey and to our dedicated team of staff for the contribution they have made to this score and for providing a great experience for our customers.
You can find out more information on The Institute of Customer Service's Bussiness Benchmarking.