Focus and Homebase rated retail flops

Published:  27 May, 2010

LONDON: Focus DIY and Homebase rank in the bottom of the retail league with below standard customer service according to a survey by Which?

The consumer champion asked over 14 000 members of the public to rate high street stores and produced a league table of 100 retail winners and losers.

Peter Vicary-Smith, chief executive, Which? said: "We know people appreciate good customer service so retailers need to realise that 'who cares, wins'.

"Some stores are clearly giving their customers what they want, so why settle for lousy service? We urge shoppers to vote with their feet and stamp it out."

Homebase was ranked 89 and Focus 98 on the list of 100 retailers. At the other end of the scale, Which? ranked the household equipment chain Lakeland at pole position with home electronics chain Richer Sounds at number 2: both achieved a customer score of 78%.

Which? said: "Lakeland was praised by shoppers both for its innovative products and its aftersales service. Shoppers described Lakeland as being helpful, knowledgeable and courteous."

The UK's 12 worst shops for service according to the survey are: Homebase, Poundstretcher, Morrisons, Sports Direct, Barratts, Sainsbury's (non food), Currys, JJB Sports World, Focus DIY, WH Smith and Currys Digital.

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