John Lewis dominates customer satisfaction awards

John Lewis best retailer
(Image credit: Kirsty O'Connor/PA Wire)
// John Lewis dominates GlobalData’s annual customer satisfaction awards, taking home 4 awards including Best Retailer
// Other notable wins include Adidas, Nike and Aldi

John Lewis has beaten the department store blues after taking home four awards at the annual GlobalData customer satisfaction awards.

One of those wins was for the Best Retailer category, after having been runner-up for the past four years.

Online pureplays Amazon and AO had stopped John Lewis from winning Best Electricals Retailer for the past two years, but the department store finally pipped them to the post in 2019.

John Lewis also won the Best Homewares Retailer and Best Furniture Retailer awards.

“While its department stores peers have struggled, John Lewis’s brave store investment strategy has paid off, creating highly enjoyable places to shop,” GlobalData UK retail research director Patrick O’Brien said.

“Its high standards of service across stores and online, together with its continuing commitment to price matching, clearly resonates with shoppers.”

Meanwhile, the surging demand for athleisure and sportswear showed no sign in slowing down, with Adidas and Nike winning Best Clothing Retailer and Best Footwear Retailer respectively.

GlobalData said the sportswear market is forecast to grow 20.9 per cent over the next five years, and brands were successfully cutting out the middleman and engaging directly with their customers.

“The ability of sportswear brands to win the highest level of customer satisfaction is down to their complete understanding of their customers; their capacity to connect with them; and to create products and experiences that fit current consumer trends and how they want to shop now,” GlobalData global research director Maureen Hinton said.

Best Food & Grocery Retailer went to Aldi, with Lidl in second place – triumphing with their focus on price while Waitrose & Partners with its premium focus came in third.

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.

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