Every year Which? surveys thousands of members to reveal the most- and least-loved online and high street shops. But how do we work out who should be named a Which? Recommended Provider?
In our surveys, we ask thousands of shoppers to rate retailers on a number of aspects, from range of products to customer service.
Our retail experts, consumer rights experts and statisticians then layer on extra criteria to work out which of the most highly rated websites and shops also qualify for Which? Recommended Provider status.
In January 2020, we surveyed 7,184 Which? members about the in-store purchases they had made during the past six months.
In June and July 2019, we asked 7,604 Which? members about their shopping experiences online over the past six months.
For each survey, shoppers rated stores based on a recent specific experience of shopping for a particular product.
We need at least 30 responses for a retailer to make the tables. Overall customer score is made up of the ratings shoppers give for satisfaction and whether or not they would recommend a retailer to a friend.
To calculate category customer scores, we asked shoppers whether they were satisfied with their experience of shopping at the retailer for products within a certain category, and whether they would recommend the retailer for that category of product.
Which? Recommended Providers (WRPs) are brands that we have endorsed and would recommend you use. They have to have a good customer score and high star ratings.
The criteria for online and in store are slightly different.