John Lewis has again been named the UK’s favourite retailer, achieving the highest ever score in the annual Consumer Satisfaction Index.
The poll asked 6,000 shoppers to rate stores for their performance in areas such as price, convenience, quality and service.
The department store topped the list, followed by the supermarket Waitrose, which is owned by the same company.
Neil Saunders from Verdict Research, which conducted the poll, said it came down to customer service. "The idea of good service at John Lewis is not simply a fad dreamt up by management for short-term gain, it is an integral part of the business, supported by an ownership structure which reduces staff turnover and gives partners, at all levels, a real incentive to perform well," he said. "The result is an enthusiastic workforce which is knowledgeable about products."
Waitrose was in the top spot last year. The supermarket impressed shoppers with its ambience and layout, which both scored top marks.
James Flower from Verdict Research said: "Because of the intense competition in the grocery sector and because most people dislike food shopping, it is very difficult for supermarkets to attain high satisfaction scores - Waitrose is the exception and that demonstrates the degree to which it really offers something different and relevant to its customers."
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