Gadget retailer tops customer satisfaction rankingby
27th May 2010
Share this content
A gadget retailer and an independent hi-fi and TV store have both trumped the big high-street brands to become best loved shops in the UK due to their excellent customer service.
A survey undertaken among 14,000 shoppers by consumer magazine Which? awarded joint first place to gadget specialist Lakeland and electronics aficionado Richer Sounds, both of which have less than 50 branches across the country each.
The minnows pushed giant Apple Stores into equal third place alongside toiletries retailer, Lush, while John Lewis, which prides itself on its customer service, took the number five slot.
But Which? said that Lakeland's "superlative" customer care made it stand out from the crowd, giving particular mention to its 'no quibble' money back guarantee, which enabled consumers to return any product if they were unhappy with it, no matter how long it had been in their possession. The organisation was also commended for its innovative product range and great after sales service.
Richer Sounds, however, was praised for its "lovely, helpful, knowledgeable staff" and "excellent aftercare". It was the only store that received five out of five stars for both customer service and price.
Which's chief executive Peter Vicary-Smith, said: "We know people appreciate good customer service so retailers need to realise that who cares, wins. Some stores are clearly giving their customers what they want so why settle for lousy service?"
Bottom of the list, meanwhile, were audio visual chain Currys Digital and newsagent chain WH Smith, both of which were "slated" by shoppers. According to one customer, staff at Currys Digital, which is owned by electrical retail giant DSG International, had "very poor customer care and product knowledge". WH Smith was deemed "not as good as it used to be".
Joining them at the bottom of the league table were Currys, JJB Sports, PC World and DIY supplier Focus. The study indicated that shoppers' biggest bugbear was unhelpful staff.
Share this content
Read more from