When the great and the good at John Lewis heard that the company’s subsidiary Waitrose had come second in the Consumer Satisfaction Index 2008, they were no doubt delighted. But must have felt a tiny pang of regret they had not won. But then came the revelation that the retailer that topped the poll was none other than John Lewis, so that was a clean sweep for the Partnership.
The poll, which surveyed 6,000 shoppers and was carried out by Verdict, had the department store business performing well across a range of measures, but it was in service where it excelled.
Dunelm, the specialist homewares retailer, comes in at number three in the Index and the Internet retailer Amazon retains its position of fourth place this year.
Actually, the Verdict poll had few surprises. It was a one-two for John Lewis and Waitrose last year too, but in the other order, with Waitrose coming first.
Ikea fell two places to fifth spot.
Of the top eight companies in the chart, seven were in the top eight last year.
As you know, John Lewis is one of the few retailers to have announced good sales over Christmas, and it just goes to show, quality will out.
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