Lush takes top spot in Which? consumer survey
Cosmetics company Lush has claimed the top spot in the 2015 Which? retailer survey for the second year in a row.
The annual survey of 100 well-known high street names saw nearly 9,500 consumers rate their favourite shops 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’. Other retailers achieving top five rankings included John Lewis, Richer Sounds and Screwfix as well as independent retailers specialising in DIY and decorating.
Meanwhile, retailers at the bottom of the table included BHS, H&M, Topshop/Topman, WH Smith and EE.
Which! said that independent retailers made big gains in this year’s survey, particularly DIY and decorating shops, as shoppers rated them highly on their customer service standards. In addition, price was found to be the most important factor when deciding where to shop with four in 10 consumers 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.”
