The best and worst places to shop-ranked by consumers

21 May 2015

shop bagsThe annual Which!!! retailer survey results are in, and specialist toiletries and cosmetics retailer Lush is the best shop for a second year in a row,  with a customer score of an impressive 80%. However, bottom of the shops was EE (previously Orange or T Mobile shops),with a less impressive 52% customer score.

Which!!! surveyed 9,409 members of the public in February 2015 about the shops they have used in the last six months, and ranked them out of 100. The overall customer score is based on its customers’ satisfaction and how likely they are to recommend it to a friend. Satisfaction levels include the range and quality of products available, customer service, what the store is like to shop in and its pricing.

Top of the shops, Lush, was lauded for its product range, quality and customer service. It also gained credit for its environmental credentials, with shoppers praising its "cruelty free" products. And its smells. Nice mostly. Lush’s score of 80% just pipped that other perennial favourite John Lewis to the top spot, the department store scoring just less on 79%. The rest of the top ten is as follows:

1. Lush
2. John Lewis
3. Independent stores (DIY and decorating)
4. Richer Sounds
Screwfix
6. Apple
Home Bargains
8. Independent stores (furnishings and homeware)
9. Fenwick
Go Outdoors
Waterstones
White Stuff
Independent Stores (Electricals)

Which!!! editor Richard Headland said: "If retailers can get their products right, along with excellent customer service and a great shopping environment, customers will keep coming back through their doors."

However, despite  40% of consumers saying price was their top consideration, the Which!!! survey bods said that "although great prices might tempt customers through the doors, our research and analysis found that, once inside, the range and quality of products are the most important things in determining whether shoppers have a good experience – and whether they give it a high customer score."

In line with these findings, independent shops were this year’s dark horses, with three different types making the top 10, on account of their customer service

Headland added: "With independent stores on the up in our annual survey, it shows a big name isn't everything as consumers look for quality in both products and service."

By contrast, the bottom places were packed full of bignames, and at the other end, phone shop EE came bottom, earning the joint accolade of worst phone shop and worst electrical retailer. WHSmith crawled off the bottom spot this year, but customers still find it ‘cluttered’. And Tesco’s woes continue with a poor 90th place (out of 100) showing in the survey.

90. Poundstretcher
Tesco
92. Homebase
JD Sports
94. Sports Direct
Vodafone
96. BHS
H&M
98. Topshop/Topman
99. WHSmith
100. EE

So what do you think? Are the results about right, or have Which!!! got it totally wrong?

TOPICS:   High Street News

5 comments

  • Cheesey
    Lush smells disgusting. A sort of powdery artificial tarts boudoir that makes your eyes water. Consumers are also gullible when they talk about Lush and their environmental credentials - Lush were the stoopids that sponsored Plane Stupid that disrupted holidaymakers. And how does their boss, Mark Constantine, travel around - oh yeah by plane. But that's OK. Do as I say and not as I do...
  • Albi
    EE ARE shit, so seems right to me.
  • Scrotal H.
    EE stands for Excrement Everywhere, doesn't it?
  • Peter T.
    I agree with you Cheesey. Lush make overpriced rubbish for credulous idiots and their owner is indeed a hypocrite.
  • Mark C.
    TIL: Middle aged keyboard warriors are not typical customers of Lush.

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