Interviews
John Lewis is top of the shops
11 Jan '08
3 min read
Department store chain John Lewis has been voted the UK's favourite retailer in a poll of over 6,000 shoppers. The survey – the Consumer Satisfaction Index 2008 – carried out by retail analysts Verdict Research found that John Lewis was more highly regarded than any of its competitors.
Indeed, despite a more competitive retail sector and increasingly fickle consumers, John Lewis managed to increase its overall satisfaction score since last year giving it a considerable lead over all other retailers and the highest score ever attained in the Index.
For the survey Verdict Research quizzed customers about where they shopped most frequently, and then asked them to rate those stores in terms of range, price, convenience, quality, service, ambience, facilities and layout. The data was collated to give retailers a score for each of these criteria, as well as an overall consumer satisfaction rating.
John Lewis regained the top spot in the 2008 Index, having been nudged into second position last year by its sibling, Waitrose. The department store business performs well across a range of measures, but it is in service that it excels: John Lewis has been ranked top on this attribute since the survey began eight years ago.
Author of the report and Verdict's Consulting* Director, Neil Saunders, says this is unsurprising: “The idea of good service at John Lewis isn't simply a fad dreamt up by management for short term gain – it's an integral part of the business, supported by an ownership structure which reduces staff turnover and gives partners, at all levels, a real incentive to perform well. The result is an enthusiastic workforce which is knowledgeable about products.”
Indeed, despite a more competitive retail sector and increasingly fickle consumers, John Lewis managed to increase its overall satisfaction score since last year giving it a considerable lead over all other retailers and the highest score ever attained in the Index.
For the survey Verdict Research quizzed customers about where they shopped most frequently, and then asked them to rate those stores in terms of range, price, convenience, quality, service, ambience, facilities and layout. The data was collated to give retailers a score for each of these criteria, as well as an overall consumer satisfaction rating.
John Lewis regained the top spot in the 2008 Index, having been nudged into second position last year by its sibling, Waitrose. The department store business performs well across a range of measures, but it is in service that it excels: John Lewis has been ranked top on this attribute since the survey began eight years ago.
Author of the report and Verdict's Consulting* Director, Neil Saunders, says this is unsurprising: “The idea of good service at John Lewis isn't simply a fad dreamt up by management for short term gain – it's an integral part of the business, supported by an ownership structure which reduces staff turnover and gives partners, at all levels, a real incentive to perform well. The result is an enthusiastic workforce which is knowledgeable about products.”
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