Verdict, the London-based retail research agency, polled more than 6,000 consumers about where they shopped most frequently. They then asked them to rate those stores in terms of range, price, convenience, quality, service, ambience, facilities and layout. An overall consumer satisfaction rating was also compiled from the answers.
In the report, the U.K. department store John Lewis was voted the country’s favorite retailer for the second year in a row; Ikea came in second, with Amazon.com in third place.
Verdict, which forecasts that overall U.K. retail spending will fall by 0.7 percent this year, maintains that satisfying and holding on to customers will be a key driver of success.
“Overall there will be no growth in the market this year,” said Verdict’s consulting director, Neil Saunders. “So holding on to every customer and every pound they spend is critical. Retailers that don’t understand their customers will quite simply lose out.”