IKEA voted best for customer service for 2nd year in a row!


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According to research by the Customer Insights Center of the University of Groningen and MIcompany MetrixLab who specialize in customer analytics and market, IKEA delivers the best customer service. These awards were given yesterday an the annual Customer Performance Awards (CPA).

Winners of the Customer Performance Awards receive rating based on customer service and other consumer benefits such as high customer loyalty and higher revenue per customer. The study was conducted among more than seven thousand Dutch consumers.

Ikea was vioted top beating Shell, Unive, bol.com and Rabobank in the top five.

Perhaps these 7 thousand people go to a different store to me, or simply have a different concept of customer service. I think IKEA is a great store concept and the designs are contemporary and accessible – but top for customer service? I have always felt that IKEA deliberately delivered lousy customer service just so you would think they were saving money to try to deliver their products to you at the lowest possible cost.

There’s no question that an award like this will improve brand perception, so well done to IKEA. I hope that I am pleasantly surprised next time I go to IKEA and experience this great service myself.

Richard Kohn
Results driven, inspirational innovator with extensive global experience. Blue-chip experience in FMCG, B2B & professional services. Respected for delivering actionable & game changing business solutions across all aspects of a commercial operation.


  1. IKEA good customer service -this must be a joke????

    I used online ( yes should be on LIE ) shop, items were postponed for over a month, last item was cancelled but my money was charged instantly on the 9/09/13 Today is 30/10/13
    and my £45 still have not been refunded, I had to pay overdraft fee to my bank of £6 instead. Yes, it is not illegal to charge before dispatch but a lousy business. Customers in US are much better protected than in UK. Waiting time to call 30 min for online form 9 days. I will NEVER buy anything in IKEA

  2. IKEA customer service – is this article a joke?

    I sat on hold for 64 minutes to even speak to a person to ask one simple question about my order. Then I decided to just cancel my order given that wait time. They told me it would take 10 days for refund! This was my first and LAST purchase with IKEA.

  3. Ikea r the best!
    I just returned a table 2 years after i bought it, cause the paint had started to crack. Just small cracks but still annoying. I had no recipit. I didnt call, just emailed some pictures. And a picture with a withdraw from my bankaccount. Iv returned stuff years later before. Never a problem.
    Their customer services here in Sweden are simply exellent. No other company would ever accept returns like that. And this goes for all the stores i went to.

  4. Joke of the century… I purchased a product worth around 20k from Hyderabad store in India… Became useless with in 5 months… Sent n number of mails…. Received very disgusting and irresponsible replies… In my view… There no customer care section in Ikea….

  5. Obviously positive comments made by staff and their families only to give an erroneous image of a company which totally ignores customer rights and barely pays lip service to customer service. If anyone is thinking of buying an Ikea gift voucher for a Christmas gift, Don’t. Ikea will probably change the terms and conditions of use and it will be unusable, ie. worthless, but Ikea will still have your money. Even Robin Hood would be ashamed by this method of stealing.
    Shame on you Ikea.


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