Electricals retailer AO.com named Best UK Retailer by the public at GlobalData’s 2017 Customer Satisfaction Awards.
• The electricals retailer beat John Lewis and ASOS, who came second & third respectively
• John Lewis and Marks & Spencer were the biggest winners, both receiving three awards
• Waitrose’s 12-year run as best food retailer has ended, having dropped third position. Marks & Spencer takes its crown, followed by discount retailer Aldi.
• The athleisure trend, coupled with growth in fashion trainers, resulted in Clarks, last year’s best footwear retailer, sliding out of the top three and being replaced by ASOS, Nike, and Adidas
Above: Neil Staddon, Indo Count Industries, presents the Best Homewares Retailer Award to Laurence Mitchell, John Lewis
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.
|Best Retailer||AO.com||John Lewis||ASOS|
|Best Food Retailer||Marks & Spencer||Aldi||Waitrose|
|Best Clothing Retailer||ASOS||Zara||New Look|
|Best Footwear Retailer||ASOS||Nike||Adidas|
|Best Electricals Retailer||AO.com||John Lewis||Apple|
|Best Homewares Retailer (sponsored by Indo Count)||John Lewis||IKEA||Amazon|
|Best Furniture Retailer||John Lewis||IKEA||Next|
|Best Health & Beauty Retailer||Lush||Avon||Boots|
|Best DIY & Gardening Retailer||Screwfix||IKEA||Wilko|
|Best Instore experience||John Lewis||Apple||House of Fraser|
|Best Online experience||Very.co.uk||Amazon||AO.com|
|Best Online Fulfilment Retailer||Amazon||Marks & Spencer||ASOS|
|Best Click & Collect Retailer||Marks & Spencer||John Lewis||Screwfix|
|Best Online Retailer||Marks & Spencer||Amazon||New Look|
The GlobalData Customer Satisfaction Awards are determined by the results of our detailed consumer research for this series only. GlobalData analyst opinions do not impact the judging process.
For the complete methodology, see below.
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 consumers that looks specifically at online retail.
The overall retail survey covers 10 core retail sectors, as well as an overall and in-store satisfaction award, and measures satisfaction based on consumers’ recommendations. For example, we ask how likely customers are to recommend a retailer where they have shopped to a friend or colleague, and request a rating between 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, Best Fulfilment, Best Online Experience, and Best Click & Collect awards, 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.
The GlobalData Customer Satisfaction Awards are determined by the results of our detailed consumer research for this series only. Only the opinions of those who shop at the stores have any influence on the results. GlobalData analyst opinions do not impact the judging process.
Indo Count is a vertically integrated Indian bed linen manufacturer, employing over 3,000 people, manufacturing sheeting, yarn dyes, prints, embroideries, bedspreads and mattress protectors. With design studios and showrooms in the US, UK, Australia and India, Indo Count is recognised for its fabrics and innovation. Ranked 11th largest supplier into the US across home textiles, with a market cap of £500m sterling, we are also established as one of the largest sheeting suppliers into the UK, where growth is set to continue in line with increasing demand for better qualities.
Lithium delivers brilliant digital customer experiences at scale. Over 400 global brands leverage the Lithium Engagement Platform to connect customers, content and conversations at the right moment across all digital touchpoints.
Qmatic is the global leader in customer journey management technology solutions and insight. We help organisations to integrate online and onsite engagements. The result is experiences that improve business, support employees, and delight customers, patients and citizens. We are committed to Keeping the World in Go!