As this blog now seems obsessed with all things retail I thought I’d share the answer to the above question along with findings from the latest Which? magazine shop survey. They asked more than 7,700 shoppers which high street shops are top of the pops and which are dangling in the dirt.
Say what you like about WHSmith, but they are nothing if not consistent and for two years straight find themselves bottom of the plie. Customers slammed them for their poor value for money, poor service, and criticised the ‘cramped and messy’ stores.
WHS responded: ‘This survey accounts for the views of only 586 Which? subscribers and is neither statistically relevant nor meaningful relative to our loyal customer base.’
I put their response into Google translate and it came back with this: ‘You can take your minuscule little survey and shove it up your arse.’
At the other end of the scale, home entertainment specialist Richer Sounds came top scoring an impressive 89% customer approval rating.
Customers praised Richer Sounds for its in-store experience, which included having purchases carried to their cars and the retailer paying for customer parking.
Specialist shops tended to score well with John Lewis, the only non-specialist making it into the top ten.
Other highly ranked shops include Apple, toiletries shops Bodycare (both 83%), women’s clothing store Seasalt and bookshop Waterstones (both 82%).
Shoppers told Which? that Homebase/Bunnings was difficult to navigate and that it was ‘hard to find anything in overcrowded shelves’ and it was ‘difficult to find staff for guidance’.
Sports Direct was described by one shopper as having ‘a very oppressive atmosphere’. Perhaps the atmosphere was created by the staff on zero-hour contracts.
Which? Magazine editor Harry Rose, vying for the most bleeding obvious quote ever to make it into this blog, said: “Giving shoppers a great in-store experience is more important than ever if brands want to thrive on the high street. Our findings go to show that, if retailers can deliver great value, quality products and first-class customer service, customers will keep coming back.” Way to go Harry.
Here are the scores on the doors.
- Richer Sounds (89%)
- Rohan (87%)
- John Lewis (86%)
- Hotter Shoes (84%) = Lakeland (84%) = Toolstation (84%)
- Apple (83%) = Bodycare (83%) = Crew (83%)
- Screwfix (82%) = Seasalt (82%) = Waterstones (82%)
- Clinton Cards (61%)
- Peacocks (59%) = House of Fraser (59%)
- New Look (58%)
- River Island (56%) = JD Sports (56%)
- Sports Direct (54%)
- Homebase/Bunnings (53%)
- WHSmith (50%)
Massive outbreak of Pétanque in Vauxhall Pleasure Gardens
Took Bucket for a quick lunchtime spin to Vauxhall Pleasure Gardens today only to discover a major outbreak of boules or Pétanque or whatever you call it.
Has this been a thing for a while, and I’ve missed it or has there been a massive influx of Frenchman come to laugh at us about Brexit? There must have been half a dozen teams playing, all taking it very seriously. Bucket and I stopped to drink it in.
3 thoughts on “What is the most loathed retailer on the high street?”
I think that Boules has been going, in Vauxhall Pleasure Gardens, as long as The Tea House has, which will have been open 8 years on July 25th next. They have sets that you can borrow from them. We have a set that acts as a door stop. One day we’ll join in.
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Thanks Gillian. I might have to have a crack at it!
Richer Sounds. Great managing director. Just given his staff a big part of the business in shares. Modified capitalism – the future.
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