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| WH Smith 'worst' retailer in UK, says Which? survey | WH Smith 'worst' retailer in UK, says Which? survey |
| (about 5 hours later) | |
| WH Smith has been ranked the UK's worst High Street retailer for the second year in a row, according to a Which? survey of 7,700 shoppers. | WH Smith has been ranked the UK's worst High Street retailer for the second year in a row, according to a Which? survey of 7,700 shoppers. |
| The poll, which covered 100 retailers, rated the chain "very poor" for value for money and in-store experience. | The poll, which covered 100 retailers, rated the chain "very poor" for value for money and in-store experience. |
| Homebase/Bunnings and Sports Direct were the next worst performers, while Richer Sounds and John Lewis were at the top of the table. | Homebase/Bunnings and Sports Direct were the next worst performers, while Richer Sounds and John Lewis were at the top of the table. |
| WH Smith said just 586 customers had commented on its stores in the survey. | WH Smith said just 586 customers had commented on its stores in the survey. |
| "This survey... is neither statistically relevant nor meaningful relative to our loyal customer base," a spokeswoman said. | "This survey... is neither statistically relevant nor meaningful relative to our loyal customer base," a spokeswoman said. |
| "Every week we serve three million customers in our 600 UK High Street stores and have maintained our presence on the high street where many other retailers are closing stores." | "Every week we serve three million customers in our 600 UK High Street stores and have maintained our presence on the high street where many other retailers are closing stores." |
| It is the ninth year in a row that WH Smith has been ranked in the bottom two of the survey. | It is the ninth year in a row that WH Smith has been ranked in the bottom two of the survey. |
| According to Which?, the retailer achieved a satisfaction score of just 50% this time, after consumers criticised its "cramped and messy" stores. | According to Which?, the retailer achieved a satisfaction score of just 50% this time, after consumers criticised its "cramped and messy" stores. |
| One customer complained that staff were "unhelpful", while another said their local store was "untidy and too small for comfort". | One customer complained that staff were "unhelpful", while another said their local store was "untidy and too small for comfort". |
| It is not the first time the firm's shops have been criticised - a spoof Twitter account that mocks the state of its carpets has attracted 24,000 followers. | It is not the first time the firm's shops have been criticised - a spoof Twitter account that mocks the state of its carpets has attracted 24,000 followers. |
| Last week, outgoing boss Steve Clarke admitted it was an issue, telling the BBC it was the "most painful aspect of my job". | Last week, outgoing boss Steve Clarke admitted it was an issue, telling the BBC it was the "most painful aspect of my job". |
| He said for some stores, there was a trade-off between being profitable or redecorating. | He said for some stores, there was a trade-off between being profitable or redecorating. |
| Sales at WH Smith's High Street division have been falling amid challenging trading conditions. | Sales at WH Smith's High Street division have been falling amid challenging trading conditions. |
| However, group revenue climbed last year as the retailer's biggest business - concessions at airports and rail stations around the world - expanded by 8%. | However, group revenue climbed last year as the retailer's biggest business - concessions at airports and rail stations around the world - expanded by 8%. |
| Retail analyst Richard Hyman suggested shareholders in the company had pushed it to focus on "short term returns" in its travel division. | Retail analyst Richard Hyman suggested shareholders in the company had pushed it to focus on "short term returns" in its travel division. |
| "WH Smith understands that in travel locations where you need a different type of shop, it can still represent a good retail option | "WH Smith understands that in travel locations where you need a different type of shop, it can still represent a good retail option |
| "But that is much less the case on the High Street where it has been bypassed by many of its rivals." | "But that is much less the case on the High Street where it has been bypassed by many of its rivals." |
| According to the Which? survey, DIY chain Homebase/Bunnings was the next worst performer, with customers saying its shops were hard to navigate and that it was "difficult to find staff for guidance". | According to the Which? survey, DIY chain Homebase/Bunnings was the next worst performer, with customers saying its shops were hard to navigate and that it was "difficult to find staff for guidance". |
| Sports Direct also did badly, with one shopper describing the sportswear retailer as having "a very oppressive atmosphere". | Sports Direct also did badly, with one shopper describing the sportswear retailer as having "a very oppressive atmosphere". |
| Most of the highest-scoring shops were specialist retailers, with customers commending them for their "expert advice and high-quality products", said Which? | Most of the highest-scoring shops were specialist retailers, with customers commending them for their "expert advice and high-quality products", said Which? |
| Top-rated shops, according to Which? | Top-rated shops, according to Which? |
| 1. Richer Sounds - home entertainment | |
| 2. Rohan - clothes for outdoor activities | |
| 3. John Lewis - department store | |
| 4. Hotter Shoes - shoes with an emphasis on comfort | |
| 5. Lakeland - homeware | |
| Bottom-rated shops, according to Which? | Bottom-rated shops, according to Which? |
| 105. River Island - men's and women's fashion/JD Sports - sportswear | |
| 107. Sports Direct - sportswear | |
| 108. Homebase/Bunnings - DIY goods | |
| 109. WH Smith - bookseller and stationer | |
| The only general retailer at the top of the table was John Lewis, with a customer score of 86%. | The only general retailer at the top of the table was John Lewis, with a customer score of 86%. |
| Which? said the survey results raised concerns at a time when many retailers were struggling with the High Street slowdown. | Which? said the survey results raised concerns at a time when many retailers were struggling with the High Street slowdown. |
| Harry Rose, editor of Which? Magazine, said: "Giving shoppers a great in-store experience is more important than ever if brands want to thrive on the High Street. | Harry Rose, editor of Which? Magazine, said: "Giving shoppers a great in-store experience is more important than ever if brands want to thrive on the High Street. |
| "Our findings go to show that if retailers can deliver great value, quality products and first-class customer service, customers will keep coming back." | "Our findings go to show that if retailers can deliver great value, quality products and first-class customer service, customers will keep coming back." |