At the Verdict Customer Satisfaction Awards, held yesterday at the London Stock Exchange, John Lewis reclaimed its position as the nation’s best retailer for customer satisfaction.
The retailer jumped from third place last year, while Bonmarché remained second, and homewares retailer Dunelm Mill completed the podium to take third spot in the poll of consumers.
Having lost out to IKEA last year, John Lewis’ return to number one in the chart demonstrates that, even in cash-strapped times, stand-out service, along with quality products, will win out – evidenced by the “staggering” financial results it has reported over the past year compared to its rivals.
The survey of 5900 customers carried out by Verdict Research showed that John Lewis obtained scores for service far exceeding that of any other retailer in the survey. Product quality also scored highly.
Verdict’s director of research and analysis, Maureen Hinton, says: “John Lewis swept the board this year, coming top in all its product categories, including, for the first time, clothing. Apart from its service credentials, its product ranges are delivering the inspiration and trust that customers appreciate.”
Homewares retailer Dunelm took third spot in Verdict’s poll, with its customers proving to be particularly impressed with its range and prices.
Verdict’s survey reveals the best retailers by sector as well the overall winner. John Lewis remains a firm winner in its main sectors, including homewares. The Verdict poll also reveals which retailers rank best in the main drivers for customer satisfaction, including price, quality, range and service.
