Cosmetics company Lush has claimed the top spot in the 2015 Which? retailer survey for the second year in a row, as nearly 9,500 consumers rate their favourite shops.
Our annual survey of 100 well-known high street names is the UK’s biggest, with shoppers rating stores on their prices, store environment, customer service and the range and quality of products.
Lush shoppers praised its ‘excellent’ products with staff often described as ‘helpful’ and ‘friendly’.
We also found:
- EE ranked lowest in our table this year. Customers commented on long waiting times, busy stores and sometimes unhelpful staff.
- Independent shops including those specialising in furnishings, homeware and electricals made big gains in this year’s survey. In particular, independent DIY and decorating shops had a huge rise, finishing third overall, 83 places higher than last year. Although independent stores’ products and atmospheres can be very different, shoppers rated them highly on their customer service standards.
- Price is the most important factor when deciding where to shop with four in 10 (40%) saying this was their top consideration.
Which? editor Richard Headland, said:
“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. 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.”
Notes to editors:
- We surveyed 9,409 members of the public online in February 2015 about shops they’d used in the past six months. We asked them about their overall shopping experience and their experience of shopping for specific products. Scores are based on satisfaction with the shop on their last visit and the likelihood of recommending it. Shops needed at least 100 responses to be included in the overall table.
- Link to article here.
- 2014 table: