Best and worst high street shops revealed

The Apple Store tops the 2013 Which? high street shops survey for the first time, as more than 11,000 consumers rate the shops they love and hate.

  • Consumers liked the Apple store’s ‘unique look and feel’ and praised its ‘great customer service’.
  • ‘Messy’ and ‘expensive’ WH Smith is in last place.
  •  The fashion chain Bon Marché makes the top five for the first time.
  • Consumers are unhappy with the number of retail chains closing this year, with 88% saying they don’t like to see high street stalwarts fail and 81% worrying about the decline of the high street.
  • While more than half buy more online now than last year (52%), consumers still visit high street shops more often than shopping websites, shopping centres and retail parks.

Which? executive director, Richard Lloyd, said:

“With many high street shops struggling to keep afloat during the recession, it’s great to see so many people saying that they are still getting good service. Consumers want to support their local stores, but not at any price, so whether they are chains or independent we hope shops do the right thing to keep their customers and hold back the decline of the high street.”


Notes to editor:

1. For the full ranking of the top 100 shops and an embargoed copy of the article “The Best and Worst high street shops” from the June issue of Which? magazine, please contact

2. 11,784 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.

3. Five highest-rated shops: 1. Apple Store (85%) 2. Lush (82%) 3. Disney Store (80%)  =. Richer Sounds (80%) 5. Bon Marché (79%)

4. Five lowest-rated shops: 96. Independent department stores (57%) =. Millets (57%) 98. TK MAXX (56%) 99. EE (formerly Orange and T-Mobile) (55%) 100. WH Smith (51%)

5. Which? launched a new and free to use Consumer Rights website earlier this year, which provides information and advice to help people if they feel they’re not getting good service.






Press Release