Department store retailer John Lewis reclaims customer satisfaction crown, Verdict report finds

According to a survey of 5,900 consumers conducted by retail analyst firm Verdict, John Lewis scored the highest across factors including price, range, service and quality, taking the top spot at the annual Customer Satisfaction Awards held today at the London Stock Exchange.

The retailer dropped to third place last year after four consecutive years of winning the top prize.

Verdict said John Lewis obtained scores for service “far exceeding” any other retailer. Product quality also scored highly.

Verdict director of research and analysis Maureen Hinton said: “John Lewis swept the board this year coming top in all its product categories, including for the first time, clothing.

“Apart from its service credentials its product ranges are delivering the inspiration and trust that customers appreciate.”

Ikea dropped out of the list, which only ranks the top five retailers. Verdict said this was due to a change in consumer sentiment as last year customer focus on price and the surge in the rental market helped it climb to the top spot.

Fashion retailer Bonmarche defended its second place title and Dunelm Mill took third place. Online retail giant Amazon and footwear retailer Brantano came fourth and fifth respectively.

Hinton said Bonmarche customers were happy with its product range and sharp price, while Dunelm was praised for the variety across its product range and its prices.