News • 05.05.2017

Best UK retailer of the public at GlobalData’s 2017 customer satisfaction awards

The electricals retailer beat John Lewis and Asos, who came second & third respectively

Neil Staddon, Indo Count Industries, presents the best homewares retailer Award...
Neil Staddon, Indo Count Industries, presents the best homewares retailer Award to Laurence Mitchell, John Lewis
Source: GlobalData

Ao.com, John Lewis and Marks & Spencer dominated proceedings at GlobalData’s 2017 Customer Satisfaction Awards, held on 27 April at The Royal Horseguards Hotel, London. Sponsors included global textile group Indo Count Industries; Lithium, which delivers digital customer experiences; and Qmatic, the global leader in customer journey management solutions.

Maureen Hinton, global research director at GlobalData Retail remarks, “The top three winners prove that consumers respond well to retailers that make customers the heart of their business. It also highlights the prominence of online in the way we shop in the UK now.”

This year Ao.com continued its winning streak, securing the award for overall best retailer for the third consecutive year. Ao.com has continued to invest in its customer service capability by launching its ‘track my order’ app, as well as increasing brand awareness through its summer 2016 next day delivery marketing campaign. Ao.com also diversified its proposition this year by entering the computers & tablets market, which will help the retailer appeal to a broader customer base.

Marks & Spencer and Aldi both overtake Waitrose as best food retailer

Disappointingly for Waitrose, its 12-year streak as best food retailer has ended with the grocer falling two positions into third place, while both Marks & Spencer and Aldi moved up one position to take first and second place respectively. The absence of all of the big four retailers in the top three marks the polarisation of the grocery sector, with consumers choosing to treat themselves occasionally at premium supermarkets, and trade down to discounters such as Aldi and Lidl for everyday value.

Marks & Spencer shines online

Marks & Spencer took home two online awards at GlobalData’s Customer Satisfaction Awards, having been voted the best click & collect retailer and overall best online retailer – leaving online heavyweight Amazon in second. However, Amazon received the award for best online fulfilment, with Marks & Spencer and New Look in second and third positions respectively.

Source: GlobalData

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