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DIY indies triumph in Which? survey of favourite shops

Published: 26 May 2015
DIY and decorating independents are now amongst the very best shops in the country, coming third in a major new survey by Which?
DIY indies triumph in Which? survey of favourite shops
The consumer champion spoke to nearly 9,500 shoppers for its annual survey of 100 well-known high street retailers, which they rated on their prices, store environment, customer service and the range and quality of products.

Cosmetics company Lush claimed the top spot in the survey for the second year in a row, with a score of 80%, and John Lewis was in second place with 79%.

However, independent shops, including those specialising in furnishings, homewares and electricals, made big gains in this year's survey - and independent DIY and decorating shops in particular rose massively.

They finished in third position with a score of 76% - 83 places higher than last year.

Which? says that although independent stores' products and atmospheres can be very different, shoppers rated them highly on their customer service standards. When it came to the DIY indies specifically, it says "shoppers love their 'friendly' and knowledgeable staff".

Screwfix and Richer Sounds tied in fourth place, each scoring 75%.

Other DIY/homewares retailers in the survey were Wilko, tied in 14th place; Argos, tied in 21st place; Dunelm Mill and Robert Dyas, tied in 31st place; The Range, tied in 38th place; B&M Home Store and Wickes, tied in 59th place; B&Q, tied in 70th place; and Homebase, tied in 92nd place.

Least popular retailers were BHS, H&M, Topshop/Topman and WH Smith, with EE at the very bottom, scoring just 52%. Customers commented on long waiting times, busy stores and sometimes unhelpful staff.

Which? also found that price is the most important factor when deciding where to shop, with four in 10 consumers saying this was their top consideration.

Commenting on the survey, Which? editor Richard Headland, said: "With independent stores on the up in our annual survey, it shows a big name isn't everything as consumers look for quality in both products and service.

"If retailers can get their products right, along with excellent customer service and a great shopping environment, customers will keep coming back through their doors."


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