UK: Waitrose tops CSI survey with unique recipe for success
According to a survey published by Verdict Research, Waitrose supermarket has been voted the UK's favourite retailer, ahead of its sister store John Lewis, Ikea, Amazon and TK Maxx. No other supermarket operator made it into the survey's top ten.
Verdict Research asked 6,000 shoppers to rate shops on range, convenience, quality, price, service, ambience, facilities and layout.
This is the first time that Waitrose has ever topped the Customer Satisfaction Index. Waitrose was rated top in terms of quality, ambience and layout. The store also scored highly on customer service, Verdict said.
In the UK grocery market, where scale and expansion into non-food are widely regarded as key to success, Waitrose has instead focused on the quality of its products with particular emphasis placed on fresh produce.
It was also revealed yesterday (7 March) that, according to the grocery share figures released by TNS Worldpanel, Waitrose has increased its overall market share to 4%, its largest share ever.
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