Shopper satisfaction surveyShoppers rate M&S and Next top

31 January 2006

Shoppers say Marks & Spencer (M&S;) and Next are Britain's leading clothes stores when it comes to keeping customers happy, a Which? survey reveals.

We surveyed more than 2000 shoppers about stores in the grocery, electrical and clothing sectors, as well as a number of other leading chains.

Shoppers were asked to assess their overall satisfaction with stores and rate them on their products, customer service, pricing and convenience of shopping as well as the overall store experience.

Next narrowly beaten into second

We found that while M&S; customers are less happy with its pricing, their satisfaction with products, customer service and their experience in the store more than makes up for it.

Next was narrowly beaten into second place and Debenhams - known for its 'Designers at Debenhams' range - earned top spot for products.

Both and Tesco also got good marks for their clothing coming third and fourth out of the 12 clothing stores in our survey. They also scored well for price and convenience.

Two discount stores, Matalan and TK Maxx, came bottom of the clothing sector league. Although both got reasonable marks for price, they fell short when it came to their products, customer service and store experience.

Top Shop (and Top Man) emerged as the leading high-street fashion retailer, beating New Look and H&M; for products, customer service and store experience.

TK Maxx said it was disappointed and surprised as previous research had ranked it highly for consumer satisfaction. Matalan has yet to respond.