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UK’s ‘best retailer’ title retained by John Lewis

John Lewis has proved that it is still the best at keeping customers happy as it retained its position as the nation’s top retailer for customer satisfaction according to a survey by Verdict Research.

GENERAL MERCHANDISE

UK’s ‘best retailer’ title retained by John Lewis

John Lewis has proved that it is still the best at keeping customers happy as it retained its position as the nation’s top retailer for customer satisfaction according to a survey by Verdict Research.

In its latest customer satisfaction poll of more than 5,800 customers, Verdict reveals that customers continue to recognise the retailer's standout service and quality products.

Verdict said that John Lewis achieved scores for service that far exceeded those of any other retailer. The retailer's product quality also scored highly.

Sarah Peters, Verdict's lead analyst, explained: “John Lewis retained its title this year coming top overall as well as in its main product categories of homewares and electricals. As Britain’s favourite retailer, John Lewis continues to deliver the product ranges, inspiration and trust that customers appreciate.”

CUSTOMER SATISFACTION TOP FIVE

1. John Lewis
2. Dunelm
3. IKEA
4. Brantano
5. Matalan

Last year’s third place retailer, homewares specialist Dunelm, moved up to second place in Verdict’s poll. Dunelm achieved above average scores in six of the eight categories with its customers saying they were particularly impressed with its range. This year's third place was taken by IKEA.

Verdict’s survey also shows the best performing retailers by sector as well the overall winner. According to the results, John Lewis is also a firm winner in the homewares and electrical sectors:

SECTOR 1ST PLACE 2ND PLACE 3RD PLACE
Clothing H&M Matalan JD Sports
DIY Screwfix B&Q Wickes
Footwear Matalan Amazon Brantano
Food/grocery Waitrose Aldi Lidl
Music & video Amazon Asda HMV/Fopp
Personal care Savers Morrisons Wilkinson
Homewares John Lewis Amazon Dunelm
Electricals John Lewis Amazon Asda

New for this year, Verdict has revealed which retailers rank best in the customer satisfaction stakes around online retailing: 

Best online retailer overall John Lewis
Best online fulfilment John Lewis
Best online pureplay Amazon
Best click & collect service Next

Verdict said all the calculations were based on what customers said and only came from people who actually shopped at the stores.

 

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