Essential reading for retailers and suppliers in the home improvement market

DIY stores hit top 10 in Which? high street survey

Published: 29 May 2019 - Kiran Grewal

In January 2019, 7,784 Which? members were asked to tell the company about their in-store shopping experiences over the past six months.

Department store, John Lewis and DIY chains, Toolstation and Screwfix all managed land take top-10 positions in the survey, showing customers received a positive experience when shopping in the sector.

John Lewis was beaten to the top spot by Richer Sounds, which achieved a ranking score of 89%, but Britain's favourite department store chain still secured a respectable third place, with a score of 86%, just behind outdoor clothing specialist Rohan (87%).

Toolstation came in fourth place, sharing the position with Lakeland and Hotter Shoes - all with a score of 84%.

Which? said: "Shoppers love these top-rated shops for their high level of knowledge, expert customer service and good value for money. For in-store shoppers, a good store environment is an important element in where they choose to shop. Our best-rated shops score highly in this area."

Other highly-ranked shops include Apple, toiletries shops Bodycare (both 83%), women’s clothing store Seasalt and bookshop Waterstones (both 82%).

The top high street stores according to the Which? survey were:

1 Richer Sounds

2 Rohan

3 John Lewis

4 Hotter Shoes

5 Lakeland

6 Toolstation

7 Apple

8 Bodycare

9 Crew

10 Screwfix

11 Seasalt

12 Waterstones

Meanwhile, the worst stores listed according to the survey, included the ailing House of Fraser and Homebase/Bunnings, with suggestions that the chain's acquisition by Bunnings and subsequent return to the Homebase brand potentially causing confusion for customers:

101 Clinton Cards

102 House of Fraser

103 Peacocks

104 New Look

105 JD Sports

106 River Island

107 Sports Direct

108 Homebase/Bunnings

109 WHSmith


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