Which? reveals the best and worst UK shopsLush is your top shop for the second year running

21 May 2015

Paying for a purchase using a chip and pin device

Use our survey results to find the best shop for your next purchase

The Which? annual retailer survey is the UK's biggest and reveals what customers really think of the shops they visit. Read on to find out about the best and worst shops.

The specialist toiletries and cosmetics retailer Lush is the best shop for a second year in a row, with an overall customer score of 80%. This places it just in front of John Lewis - which scored 79%.

At the other end of the scale, EE came in 100th place with a customer score of 52%.

Our survey shows big differences between the best and worst shops – as well as some changes since last year. 

To find out the full results, click to see the 100 best and worst shops

The best shops of 2015

Lush and John Lewis are loved by their customers. Lush’s customers often describe it as ‘helpful’ and ‘friendly’ and its products as ‘excellent’. John Lewis’ customer service, the ambience of its stores and its products are praised highly, with one customer describing them as ‘great quality’.

Independent DIY & decorating retailers, Richer Sounds and Screwfix were also rated highly by shoppers.

Independent shops made big gains in this year’s survey – for the first time, three different types of independent shops earned a place in the overall top ten retailers.

Use our results to find the best shop for your next purchase – whether you’re buying a new electrical appliance or a pushchair for a little one. You can trust our results because they’re based on the opinions of people who have shopped in the store in the last six months.

The worst shops

EE is the lowest-scoring shop in this year’s survey. Its customers commented on long waiting times, busy stores and sometimes unhelpful staff. One shopper said it was ‘quite a wait to be served’. 

EE ranks lowest of all electrical retailers in our survey, including phone shops.

Which?’s retailer survey

Our annual retailer survey is the UK’s largest: we surveyed 9,409 members of the public in February 2015 about the shops they have used in the last six months. Each shop gets an overall customer score – based on its customers’ satisfaction and how likely they are to recommend it to a friend.

We ask respondents about all aspects of their shopping experience – including the range and quality of products available, customer service, what the store is like to shop in and its pricing – to find out what makes a great store. You can use this information to choose the best shop for your needs and budget.

More on this…