According to a survey of 12,500 people by Which?, for the second year running WHSmith has been named as the worst of 100 stores, while Lush is enjoying the sweet smell of success after reclaiming its crown as the number one high street shop.

Known for its delightful smells, friendly staff and personal service, Lush has also won plaudits for its rejection of animal testing unlike other beauty and skincare brands. On the other hand, shoppers have been put off by crowded stores and limited stock, although the retailer claimed the survey was ‘misleading’. Shoppers buying products such as magazines or newspapers were unlikely to recommend the retailer they used to others, adding: ‘The 104 customers that commented on WHSmith in this survey are not reflective of the 12 million that visit our stores each week.’

DIY chain Homebase was another store which didn’t fare too well either, with bosses saying they were disappointed fell seven places from last year to 99th. According to Which?, one shopper commented: “If you’re in a hurry, don’t go to Homebase. When I went to the help desk they were all standing and yapping.” Interestingly, Apple fell from 1st place last year to 13th, with shoppers complaining it was difficult to book an appointment with its Genius Bar technical support service. Check out the list in full right here.

Keeping customers happy both in-store and online

The results from the study shows highlights the utmost importance of customer experience and service, key elements of the activity of shopping and what consumers are increasingly expecting these days to be on top form. Although we now have the luxury of shopping online from the comfort of our own homes at the click of a button, we still flock to the high street and anticipate an enjoyable experience in-store. Whether you are a small business or an international chain, it is key to make sure the customer is happy; it’s the little things and detail that make the difference.

Make sure your business is covered

Every shop is unique and therefore each business demands are different. At The Insurance Octopus we understand this and tailor retail and shop insurance packages to meet your specific needs. Talk to us today and allow us to compare quotes for your retail and shop insurance – call us on 0161 826 6984 or email [email protected].