Lush reclaims the top spot in the 2014 Which? high street survey, as more than 12,500 consumers rate their favourite shops.
Lush shoppers praised the ‘personal’ aspect of its attentive customer service. Staff were described as ‘friendly’ and ‘helpful’ and customers liked their try-before-you-buy service.
WH Smith came last for the second year in a row, with shoppers complaining of “crowded stores with limited stock”.
Last year’s winner Apple slipped down to 13th place after seeing 9% slashed off their customer score. Several customers complained about it being difficult to book an appointment with its ‘genius bar’ service, which helps consumers with technical problems.
Which? editor Richard Headland, said:
“We’ve seen time and again that people won’t settle for bad customer service and this is supported by the results of our high street shops survey. Stores giving people the care and attention they want have happy customers who return.”
Notes to editors:
1. 12,504 customers rated high street shops on price, products, service and after sales/returns based on their last visit. The customer score is based on their overall rating for satisfaction and likelihood of recommending the shop to a friend.