John Lewis and Waitrose are Britain’s favourite high-street shops but some familiar names including Currys, Woolworths and WH Smith are poorly rated, according to Which? members.
Our customer satisfaction survey of 50 of the UK’s best-known retailers gave some surprising results.
Out of a maximum 100, discount stores Aldi and Lidl were awarded overall satisfaction scores of 66 and 64 respectively, higher than the big four supermarkets – Sainsbury’s (61), Tesco (58), Asda (58) and Morrisons (56).
John Lewis (81) and Waitrose (80) took the gold and silver medals.
Marks & Spencer (70) came third, while Waterstone’s (68) came in joint fourth with Body Shop and independent electrical specialists.
However, with the exception of John Lewis, the top six stumble on pricing.
But more than three quarters of those surveyed rated pricing as very good or excellent at Aldi and Lidl.
At the bottom of the table is JJB Sports (44), which got one of the lowest customer service ratings and just 9 per cent judged it to be excellent or very good.
There was bad news too for the Dixons Stores Group, parent company of PC World (48), Currys (47) and Currys.digital, formerly Dixons (45).
All three shops come in the bottom eight of the survey. Other familiar names at the wrong end of the table include WH Smith (51), Woolworths (48), MFI (48) and Somerfield (46).
Which? Editor Neil Fowler said: ‘There are no surprises at the top of the table as John Lewis and Waitrose continue to excel. But there’s a minor retail revolution going on – Aldi and Lidl score well above giants such as Tesco, Boots and WH Smith. Customers appear to rate the low-price, no-frills approach.
‘It’s interesting to see some familiar names are at the bottom of the table. Longevity counts for nothing if your customers aren’t satisfied.’