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It might be one of the most of the most visited stores on the high street,
but Topshop is failing to live up to the standards expected by its clientele.
In a new survey by consumer champions Which?, the fashion retailer came 98th in a list
of 100 UK high street stores followed by WHSmith at 99 and mobile phone retailer EE at the bottom of the pile.
Based on responses from 9,500 shoppers, shops were rated on prices, environment, customer service and,
the range and quality of products.
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In a survey of 9,500 UK customers Topshop was rated in bottom five British stores
TOP FIVE UK STORES
1. LUSH
2. JOHN LEWIS
3. INDEPENDENT DIYSTORES
4. RICHER SOUNDS
5. SCREWFIX
BOTTOM FIVE UK STORES
96. BHS
97. H&M
98. TOPSHOP/ TOPMAN
99. WHSMITH
100. EE
Although WHSmith has scored poorly in the past, Topshop and BHS have tumbled down the list, with the former dropping 20
places from its position on the 2014 list.
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BHS ranked bottom of all the UK department
stores with customers describing its stock as 'outdated',
while another added that it 'does not give the impression of being a good-quality store'.
Performing equally poorly was H&M which also found itself languishing
in the bottom five, alongside competitor Topshop.
EE was named the worst shop as customers commented on long waiting times, busy stores and sometimes unhelpful staff
At the other end of the table, department
store John Lewis narrowly missed out on the top spot for the second year running, with Lush Cosmetics claiming first place.
Lush scored highest for product range and quality,
customer service and store environment, with staff described
as 'helpful' and 'friendly', and the products as 'excellent'.
In the list of 100 stores BHS came 96th with customers
describing it as outdated
However, it wasn't all good news for the cosmetics retailer which got a lower score on pricing, with
one shopper saying it is 'ideal for gifts, but high prices.'
John Lewis also lost marks for its high prices with customers noting
that although products are 'great quality', they 'can be expensive'.
In an editorial to accompany the new research, Which?
said that although tidiness and short queues boosted the shopping experience,
they were also regarded as relatively unimportant.
'Although tidy stores with short queues make for a pleasant shopping experience, our analysis found that these factors are generally
the least important in creating a positive impression on shoppers - and have the least impact on the overall customer score.'
Price is the most important factor when deciding where to shop with four in 10 (40 per cent) saying this was their top consideration.
Which? Editor Richard Headland added: '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.'
Lush cosmetics took the top spot for the second year running
thanks to its friendly service
John Lewis came in second missing out on the top spot because of its higher
prices
TOP FIFTY UK STORES
1. LUSH
2. JOHN LEWIS
3. INDEPENDENT DIYSTORES
4. RICHER SOUNDS
5. SCREWFIX
6. APPLE
7. HOME BARGAINS
8. INDEPENDENTS - FURNISHINGS
9. FENWICK
10. GO OUTDOORS
11. INDEPENDENTS
12. WATERSTONES
13. WHITE STUFF
14 BODYCARE
15. SMYTHS TOYS
16. WILKO
17. BONMARCHE
18. EVANS CYCLES
19. LAKELAND
20. MAMAS & PAPAS
21. ARGOS
22. THE BODY SHOP
23. CARPHONE WAREHOUSE
24. CLARKS
25. FAT FACE
26. INDEPENDENTS - DEPARTMENT
27. M&S (MARKS & SPENCER)
28. MAPLIN
29. THE PERFUME SHOP
30. ZARA
31 DUNELM MILL
32. HARVEY NICHOLS
33. LAURA ASHLEY
34. MONSOON
35. ROBERT DYAS
36. SCHUH
37. SONY CENTRE
38 THREE
39. EARLY LEARNING CENTRE
40. INDEPENDENTS -ENTERTAINMENT
41. THE RANGE
42. SUPERDRUG
43 BOOTS
44. COTSWOLD OUTDOOR
45. DISNEY STORE
46. EVANS
47. IKEA
48. INDEPENDENTS - OUTDOOR
49. MOTHERCARE
50. THE ENTERTAINER
BOTTOM FIFTY UK STORES
51. HALFORDS
52. INDEPENDENTS - CLOTHING
53. M&CO
54. MOUNTAIN WAREHOUSE
55. NEXT
56. OFFICE
57. PEACOCKS
58. RYMAN
59 B&M HOME STORE
60. GAP/BABY GAP
61. JOJO MAMAN BEBE
62. MORRISONS
63. NEW LOOK
64. OASIS
65. RIVER ISLAND
66. SAINSBURY'S
67. SAVERS
68. TOYS R US/BABIES R US
69. WICKES
70. B&Q
71. DEBENHAMS
72. HMV
73. HOUSE OF FRASER
74. INDEPENDENTS - BABY & CHILD
75. INDEPENDENTS - COSMETICS
76. MATALAN
77. MILLETS
78. O2
79. WALLIS
80. ASDA
81. CURRYS PC WORLD
82. MISS SELFRIDGE
83. PRIMARK
84. STAPLES
85. TK MAXX
86 BLACKS
87. BURTON
88. DOROTHY PERKINS
89. SHOE ZONE
90. POUNDSTRETCHER
91. TESCO
92. HOMEBASE
93. JD SPORTS
94. SPORTS DIRECT
95. VODAFONE
96. BHS
97. H&M
98. TOPSHOP/ TOPMAN
99. WHSMITH
100. EE