John Lewis retains Verdict Customer Satisfaction title

Department store group John Lewis has retained its position as the nation’s best retailer for customer satisfaction in the Verdict Customer Satisfaction Awards.

John Lewis retains Verdict Customer Satisfaction title

In Verdict Research’s latest customer satisfaction poll, the retail research and analysis company reveals that department store chain John Lewis is once again the nation’s favourite chain. In the survey of more than 5,800 customers, John Lewis obtained scores for service far exceeding that of any other retailer in the survey. Product quality also scored highly.

Verdict lead analyst Sarah Peters said: “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.”

Last year’s third placed retailer, homewares chain Dunelm, moved up a notch this year to second position. Dunelm achieved above average scores in six of the eight categories, with customers proving to be particularly impressed with its range. Third place was held by Ikea, followed by footwear specialist Brantano, and Matalan.

Verdict’s survey also reveals the best retailers by sector. In homewares, John Lewis leads the way, with Amazon and Dunelm Mill coming second and third respectively.

New for this year, Verdict also polled customer satisfaction for online retailing. John Lewis was declared both the best overall online retailer and best for online fulfilment and Next was voted top for click & collect.

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