WHSmith voted worst high street retailer

WHSmith has been voted the worst retailer on the UK high street, based on leading consumer survey.

Customers cited bad customer service, out-of0date stores and bad value for money as the reasons behind their WHSmith scores, in research conducted by Which? in January.

The consumer specialist gathered comments from 10,356 shoppers about their experiences at 100 major retailers, with customers giving a score based on their experiences of purchasing items other than groceries, their level of satisfaction and the likelihood of recommending each shop.

The results put WHSmith in the bottom two for its eighth consecutive year, with Clintons, Evans and Sports Direct all achieving the lowest ratings.

Meanwhile Lush, Savers, Smyths Toys, Screwfix and Toolstation came in top of the scoreboard.

“It is clear that our traditional high street is changing and while this is bad news for some retailers who have struggled to adapt, others have seized the opportunity to make their mark,” Which? magazine editor Ben Clissitt said.

“Our findings show that if retailers can strike the right balance between good value, quality products and first-class customer service, shoppers will keep coming back to their stores.”

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  1. No surprise whatsoever. Most of us involved in high street retailing would have named W H Smith as one of the worst — twenty or more years behind the times. W H Smith needs fresh leadership. Just look at the lame response W H Smith has had to all this — about as lame and inept as their Management.


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