Revealed: 2011's best and worst online and top the table

18 October 2011

Woman shopping online is Which? members' top online shop and comes a close second in the 2011 Which? online shops survey.

The survey, the largest of its kind in the UK, gathered opinions from 14,671 Which? members to produce ratings for 75 websites.

Liz Earle achieved an overall Which? Customer Score of 92%, while John Lewis scored 89%. - B&Q's online shop - came bottom of the table with a score of 51%.

The cheaper prices available at online shops were cited as members' biggest reason for shopping online, while the biggest bugbear with online shopping is paying a high price, or having to pay at all, for postage and packing – 41% of members said they found this irritating. 

Online shops rated

To produce Customer Scores for online shops, we asked members how satisfied they were with the site they'd used, and how likely they were to recommend it to a friend.

We also asked members about their experiences of buying particular types of items, so that we can reveal lists of the best online shops for eight different types of shopping. Click the links below to see the best and worst sites in each category rated for price, product stock, delivery, website usability and returns process.

  • Best sites for buying baby and child products
  • Best sites for buying books, CDs and DVDs
  • Best sites for buying clothes, shoes and accessories
  • Best sites for buying cosmetics and toiletries
  • Best sites for buying DIY and gardening products
  • Best sites for buying electrical appliances
  • Best sites for buying furniture and homewares
  • Best sites for buying outdoor and leisure products

Top 75 online shops

To see the full table of Customer Scores for all 75 online shops in our survey, Which? members can log in to read the full article from our November 2011 issue. If you're not already a member, you can subscribe for a three-month trial for just £1 a month.

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