Digital camera specialist Wex Photographic is the best online shop, according to Which?’s annual survey of over 10,000 members.
Wex Photographic got a superb customer score of 91%. At the other end of table was DIY.com (B&Q), which only managed a dismal 47%.
Our survey shows big differences between the best and the worst shops – as well as some changes from last year. To see our full results of all 98 online shops – including Amazon and John Lewis – click the best and worst online shops.
Best and worst online shops of 2014
Wex Photographic topped the table for the first time ever. Your favourite thing about it is the wide range of products it sells – mentioned by nearly one in four of its customers.
One member said: ‘Wex is helpful and efficient, with good prices and a huge range.’
B&Q’s score for its website DIY.com was even lower than last year. Your least favourite thing about DIY.com is that it’s difficult to use.
One member said: ‘It was difficult to find the items I wanted, the search options were poor and the results were confusing.’
Online shops – Which? Recommended Providers
For the first year ever we have Which? Recommended Providers (WRPs) for online shops – the best shops as rated by our members.
To gain coveted WRP status, an online shop must be in the top band of customer scores, get a minimum of three stars for price and four for delivery. Only the best shops get awarded WRP status, so look for them if you want a reliably good shopping experience.
Which?’s online shops’ survey
We survey over 10,000 Which? members each year about online shops they’ve used in the last six months. There is an overall customer scores for each online shop, which is based on customers’ satisfaction with the store and their likelihood to recommend it to a friend.
The survey also gives a customer score for shops by category, such as electricals or DIY. Within categories, online shops are given customer ratings for pricing, product stock, delivery and website usability. You can use this data to help you to choose the best shops for your budget and needs.