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You can find the current article at its original source at https://www.theguardian.com/business/2019/may/29/wh-smith-rated-uk-worst-high-street-retailer-in-which-poll
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| Version 2 | Version 3 |
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| WH Smith rated UK’s worst high street retailer in Which? poll | WH Smith rated UK’s worst high street retailer in Which? poll |
| (4 months later) | |
| WH Smith has been rated the UK’s worst high street retailer for the second year in a row, as shoppers criticised its untidy stores and poor value for money. | WH Smith has been rated the UK’s worst high street retailer for the second year in a row, as shoppers criticised its untidy stores and poor value for money. |
| The books and stationery store came bottom of a survey of Which? readers, who marked it below the ailing Homebase/Bunnings DIY chain and Sports Direct. The best-ranked chains were the electrical goods store Richer Sounds, the clothing business Rohan and the department store John Lewis. | The books and stationery store came bottom of a survey of Which? readers, who marked it below the ailing Homebase/Bunnings DIY chain and Sports Direct. The best-ranked chains were the electrical goods store Richer Sounds, the clothing business Rohan and the department store John Lewis. |
| WH Smith has finished last in Which’s poll – which this year asked 7,700 shoppers to rate their experience in buying non-grocery items at 100 major retailers – for six of the past nine years, and it was second-worst for the other three. | WH Smith has finished last in Which’s poll – which this year asked 7,700 shoppers to rate their experience in buying non-grocery items at 100 major retailers – for six of the past nine years, and it was second-worst for the other three. |
| Waterstones boss attacks 'godawful uniformity' of chains such as WH Smith | Waterstones boss attacks 'godawful uniformity' of chains such as WH Smith |
| This year, the survey was carried out only among Which? members, whereas previously it involved the general public. | This year, the survey was carried out only among Which? members, whereas previously it involved the general public. |
| One shopper said “Stores are crowded, dirty and the staff unhelpful”, while another said “my local store is untidy and too small for comfort”. | One shopper said “Stores are crowded, dirty and the staff unhelpful”, while another said “my local store is untidy and too small for comfort”. |
| An anonymous WH Smith watcher, who – as @WHS_Carpet – regularly tweets pictures of messy aisles, non-bargain prices and worn flooring to more than 24,000 followers, said: “There have been some improvements in certain locations, but the overall high street scenario is one of staff being hamstrung by more redundancies and cuts in hours.” | An anonymous WH Smith watcher, who – as @WHS_Carpet – regularly tweets pictures of messy aisles, non-bargain prices and worn flooring to more than 24,000 followers, said: “There have been some improvements in certain locations, but the overall high street scenario is one of staff being hamstrung by more redundancies and cuts in hours.” |
| Physical retailers have been hit by a combination of changing habits, rising costs and broader economic problems as well as unseasonable weather. In the past few years the likes of Mothercare, Karen Millen, Toys R Us, Maplin and Poundworld have disappeared from the UK high street as a result. | |
| In terms of habits, shoppers are switching to buying online. The likes of Amazon have an unfair advantage because they have a lower business rate bill, which holds down costs and enables online retailers to woo shoppers with low prices. Business rates are taxes, based on the value of commercial property, that are imposed on traditional retailers with physical stores. | In terms of habits, shoppers are switching to buying online. The likes of Amazon have an unfair advantage because they have a lower business rate bill, which holds down costs and enables online retailers to woo shoppers with low prices. Business rates are taxes, based on the value of commercial property, that are imposed on traditional retailers with physical stores. |
| At the same time, there is a move away from buying ‘stuff’ as more people live in smaller homes and rent rather than buy. Uncertainty about the economy has also slowed the housing market and linked makeovers of homes. Those pressures have come just as rising labour and product costs, partly fuelled by Brexit, have coincided with economic and political uncertainty that has dampened consumer confidence. | |
| Retailers with a high street presence want the government to change business rates to even up the tax burden with online players and to adapt more quickly to the rapidly changing market. They also want more political certainty as the potential for a no deal Brexit means some are not only incurring additional costs for stockpiling goods but are unsure about the impact of tariffs at the end of this year. Retailers also want more investment in town centres to help them adapt to changing trends, as well as a cut to high parking charges which they say put off shoppers. | |
| In the December 2019 Queen's speech, the government announced plans for further reform of business rates including more frequent revaluations and increasing the discount for small retailers, pubs, cinemas and music venues to 50% from one-third. It has also set up a £675m ‘future high streets’ fund under which local councils can bid for up to £25m towards regeneration projects such as refurbishing local historic buildings and improving transport links. The fund will also pay for the creation of a high street taskforce to provide expertise and hands-on support to local areas. | |
| Some retailers could go under. Weakened by a difficult Christmas – which accounts for the entire annual profits of many retailers, and with further potential Brexit wobbles to come – retailers are facing another tough year in 2020. The latest rise in the national minimum wage in April will also add to costs and hit profits. On the plus side, there are hopes of a boost to the housing market from increased certainty about Brexit after the general election. There are also signs that the shift to online shopping is slowing, potentially easing the pressure on high streets. | |
| Despite sales falls, WH Smith said its high street chain had produced its second-best performance in the past 10 years in 2018. | Despite sales falls, WH Smith said its high street chain had produced its second-best performance in the past 10 years in 2018. |
| “This survey accounts for the views of only 586 Which? subscribers and is neither statistically relevant nor meaningful relative to our loyal customer base,” the company said. | “This survey accounts for the views of only 586 Which? subscribers and is neither statistically relevant nor meaningful relative to our loyal customer base,” the company said. |
| “Every week, we serve 3 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. We work hard to improve customer experiences and continue to invest in new and existing stores.” | “Every week, we serve 3 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. We work hard to improve customer experiences and continue to invest in new and existing stores.” |
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