John Lewis is consumers’ favourite retailer in Verdict poll

John Lewis: favourite store

John Lewis: favourite store

John Lewis has topped Verdict’s poll of consumers as the UK’s favourite shop for the fourth year in a row.

It beat Ikea, ranked second, to the top slot and sister company, Waitrose, placed third. John Lewis was also ranked first in the homewares and electricals categories.

Within the food and grocery category, Waitrose was voted the top retailer with Morrisons in second place and Marks & Spencer (M&S) in third.

In clothing, M&S took pole position, ahead of John Lewis and H&M respectively.

John Lewis won the overall award for its strong service, broad range, quality and pricing. John Lewis scored particularly highly on service with double the score of any rival, with the exception of Waitrose.

Neil Saunders, consulting director at Verdict, said: “John Lewis’s formula for success is tantalizingly simple: great service, broad and compelling ranges, superior quality, and honest and fair pricing. But it’s a model that’s extremely difficult to emulate. The result is that John Lewis makes consumers feel good about shopping; it delivers value over and above just the physical purchase.”

Waitrose won its sub-category for range, service and being better on price following investment in the Essentials range.

M&S, which has retained its leading share of the clothing market, was rated as a trusted brand and had the highest score for quality in the clothing category.

Customer Satisfaction Index results, based on a poll of over 6,000 consumers


1. John Lewis

2. Ikea

3. Waitrose

4. Superdrug

5. Amazon

  • Clothing
  • 1. Marks & Spencer
  • 2. John Lewis
  • 3. H&M
  • DIY
  • 1. Wickes
  • 2. B&Q
  • 3. Wilkinson
  • Footwear
  • 1. TK Maxx
  • 2. Barratts
  • 3. Matalan
  • Food & grocery
  • 1. Waitrose
  • 2. Morrisons
  • 3. Marks & Spencer
  • Music & Video
  • 1. Amazon
  • 2. iTunes
  • 3.
  • Personal care
  • 1. Superdrug
  • 2. Avon
  • 3. Bodycare
  • Homewares
  • 1. John Lewis
  • 2. Ikea
  • 3. Dunelm
  • Electricals
  • 1. John Lewis
  • 2. Asda
  • 3. Amazon