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Lush Which? EE

Lush and EE named best and worst high street brands


By Jennifer Faull, Deputy Editor

May 21, 2015 | 3 min read

Lush has been named the best high street brand for the second year in a row, narrowly beating John Lewis, according to Which?’s annual retailer survey.

At the other end of the spectrum, EE came bottom of the top 100 list after customers complained of long waiting times, busy stores and sometimes unhelpful staff.

EE said in a statement that it was disappointed but also "somewhat surprised" by the report and was speaking to Which? about the criteria leading to the results.

"We’ve made significant improvements to our stores in the past year. Notably, Which? has spoken to just a handful of people - we speak to tens of thousands of customers every week and they are telling us something very different. In fact customer satisfaction has never been higher."

Lush came in with an overall customer satisfaction score of 80 per cent and was described as ‘helpful’ and ‘friendly’ while its products were ‘excellent’.

John Lewis – which had a score of 79 per cent – was similarly found to have great customer service and high quality products, while customers also commented on the ambience of its stores.

The results are based on the opinions of 9,409 people who have shopped in the stores in the last six months.

Each shop gets an overall customer score – based on its customers’ satisfaction and how likely they are to recommend it to a friend.

Joining Lush and John Lewis in the top five stores were independent DIY and decorating stores (76 per cent), Richer Sounds (75 per cent) and Screwfix (75 per cent),

Slightly ahead of EE in the bottom five are WHSmith (54 per cent), Topshop/Topman (55 per cent), H&M (56 per cent) and BHS (56 per cent).

The mobile network and retailer is in the midst of a £12.5bn takover from BT.

Lush Which? EE

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