20 October 2011 - D&G announces results of the UK's largest consumer survey of independent electrical retailers
The UK’s top electrical retailers have been rewarded with the prestigious title of Retailer of the Year 2011.
In the UK’s biggest consumer survey of independent electrical retailers over a quarter of a million surveys are sent out to customers following a major electrical purchase such as a TV or washing machine. With the survey sponsored and administered by leading warranty provider Domestic & General, it is designed to reward the very best customer service across the independent electrical retail channel in the UK. In this year’s survey over 1,000 High Street shops and on-line retailers were rated in four key areas including store presentation, product information and customer service.
Over 500 retailers had more than the minimum number of surveys (30) returned to qualify for the title of Retailer of the Year 2011. Their scores across the four key questions are added together and divided by the number of responses for each retailer to get an overall score. The three Retailer of the Year 2011 accolades go to the High Street retailer and the online retailer with the highest combined scores in their category and the retailer whose customers rated the shop as most likely recommend to friends and family.
The High Street Retailer of the Year 2011 award goes to Aclands of Bridgwater in Somerset. Regularly appearing in the top 10 for High Street Retailer of the Year since the survey began in 2002, this year’s accolade is the fourth time the trophy has gone to this friendly independent store – the highest number of wins by any one store in the survey’s history. In this year’s survey the company scored consistently highly in all four categories to achieve an overall score just ahead of runners up J Waterall (North Humberside) and Barkers Domestic Appliances (Sussex)
Internet Retailer of the Year 2011 was another close battle across the top 10 rated retailers with Hughes Direct (part of Hughes Electrical in Suffolk) taking top honours in front of runners up Marks Electrical (Leicester) and PRC Direct (part of PRC Hi-Fi & Video in Essex). Hughes Direct was rated very highly for its exception product information and went on to score the highest average score for delivery the internet part of the survey has ever seen, a staggering 9.94/10.
Most Recommended Retailer of the Year was a new category for 2011. Based on a single survey question asking customers to rate, on a scale of 0-10, how inclined they were to recommend the retailer to their friends and family. Clear winner for this inaugural award was Barretts Digital World (Kent) with an incredible average score of 9.41, leading runners up Barkers Domestic Appliances (Sussex) and Wellingtons (Kent) by almost a clear point.
Owners and managers of the three winning retailers were presented their trophies at the exclusive Corrigan’s of Mayfair restaurant in London, hosted by Domestic & General sales director, Derek Hollingdale. Commented Mr Hollingdale: “This year’s Retailer of the Year survey has once again highlighted how important great customer service is in running a successful retail business. The three winning businesses along with all those featuring near the top of the survey results are thriving despite exceptionally tough economic trading conditions. Domestic & General has built its business on 60-years of delivering exceptional customer care and we are very proud to sponsor these awards that celebrate the best in customer service.
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