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    Amazon wins ‘Best UK Retailer Award’ for the first time

Amazon has won a hat trick of GlobalData Customer Satisfaction awards, including the most prestigious Best Retailer category, as shoppers vote for its great prices, service and convenience.

GlobalData’s Customer Satisfaction Awards measure how satisfied customers are with the retailers they use. It is the result of two consumer surveys: one based on an online survey of 10,000 consumers that examines shopping habits across all channels; and one based on an online survey of 10,000 that looks specifically at online retail.

• Amazon beat previous winners John Lewis and AO.com for the Best Retailer in 2018, they came second and third respectively

• John Lewis was another big winner this year, securing three awards in 2018 as well as being a runner-up in a further three

• Price played a big part in the Best Food Retailer category with Aldi triumphing over Lidl in second and ASDA in third

• JD Sports’ investment in multichannel initiatives such as ‘try before you buy’ and the launch of its delivery saver scheme, JD X Unlimited, paid off with the sportswear specialist winning Best Online Fulfilment Retailer

Having won just one award last year, Amazon dominated the awards this year alongside well-established winner John Lewis with both winning three awards each.

Maureen Hinton, Global Research Director at GlobalData Retail remarks, “Amazon’s focus has always been the customer and winning this accolade for customer satisfaction demonstrates its success in delivering what the modern shopper wants; convenience and value.”

Amazon stopped AO.com from winning for a third consecutive year as the electricals pureplay dropped to third place. Despite the maturity of the online retail market in the UK, Amazon’s sales growth has been accelerating in recent years. To be able to do this while improving its customer satisfaction is the mark of a truly formidable retailer.

John Lewis emulated its previous success matching its 2017 result of three awards in 2018

John Lewis may be disappointed to have been pipped to the post by online giant Amazon for Best Retailer 2018; however it deservedly won Best Multichannel Retailer 2018, signalling its investment in online along with its instore service, its app and its focus on the fast-growing category, smart home, has resonated with its customers.

John Lewis also won Best Clothing Retailer 2018 and Best Furniture Retailer 2018 demonstrating there is still a place for department stores that put customers at the heart of their proposition.

JD Sports wins Best Online Fulfilment Retailer 2018

JD Sports has invested heavily in improving its multichannel proposition, enabling its customers to ‘try before you buy’ and to save on delivery with its delivery saver scheme, JD X Unlimited. Both of these factors have contributed to its winning position this year in online fulfilment, as its customers are able to benefit from better value delivery options and alternative payment options when shopping online.

Award Winner Second Third
Best Retailer Amazon John Lewis AO.com
Best Online Pureplay Amazon AO.com ASOS
Best Multichannel Retailer John Lewis Screwfix IKEA
Best Online Fulfilment Retailer JD Sports GAME New Look
Best Food Retailer Aldi Lidl ASDA
Best Clothing Retailer John Lewis ASOS Bonmarché
Best Footwear Retailer Next Adidas Amazon
Best Electricals Retailer Amazon John Lewis AO.com
Best Homewares Retailer IKEA John Lewis TK Maxx
Best Furniture Retailer John Lewis IKEA Argos
Best Health & Beauty Retailer Avon Lush Wilko
Best DIY & Gardening Retailer Screwfix Wilko Argos

These calculations are based on what customers have told us in the consumer research we conduct for this series only: no calculations are based on what we think or feel about the retailers ourselves, it only comes from the people who actually shop at the stores.

For complete methodology see Notes to Editors.

Notes to Editors

GlobalData’s Customer Satisfaction Awards measure how satisfied customers are with the retailers they use. It is the result of two consumer surveys: one based on an online survey of 10,000 consumers that examines shopping habits across all channels; and one based on an online survey of 10,000 that looks specifically at online retail.

The overall retail survey covers 10 core retail sectors as well as overall and measures satisfaction based on consumers’ recommendations. We ask how likely customers are to recommend a retailer they have shopped at to a friend or a colleague and provide a rating from 1–10, 10 being very likely. The culmination of all responses allows us to calculate an overall satisfaction score.

In the online survey, which produces the Best Online Fulfilment award, shoppers are asked where they made their last online purchase and how satisfied they were with the purchase across six areas. The retailer with the highest average rating is considered to have the most satisfied customers.

These calculations are based on what customers have told us in the consumer research we conduct for this series only: no calculations are based on what we think or feel about the retailers ourselves, it only comes from the people who actually shop at the stores.

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