WH Smith was the highest in the UK retailers when customers prepared customer service and standards store.
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WH Smith came bottom of the poll, which asked 10,000 consumers to rate their experience in purchasing non-food goods 100 major retailers, in five of the last eight years and the second worst for the other three.
One client said what?: “I think WH Smith is very expensive, and stores need to be updated.” Another shopper summed up the problems of the retailer, calling it a “very inferior to what it was in the past.”
Anonymous WH Smith the observer, who – as @WHS_Carpet – regularly tweets prices dirty passages, clever price promotions and worn flooring says: “the problem with WH Smith is that in order to thrive financially, she went into a downward spiral of lower spending on the high street to counteract the drop in sales, which turns into a vicious circle. He reduced the number of staff, which leads to deterioration of standards and services.”
Good impulse display. For children who are nine feet tall pic.twitter.com/R96zPrXMKf
20 may 2018
The company was recently criticized for accidentally pricing toothpaste at £7.99 in one of its hospital outlets and accused of feeding problems in the UK obesity by dealing chocolate at the checkout. He also had to change its policy to provide compensation of the VAT for customers travelling outside the EU from the British airports after criticism for failing to pass on the savings.
Bryan Roberts, insights Director at tcc Global, said, tactics WH Smith to provide personnel for sale to buyers additional chocolate bars, take coupons for McDonald’s or encourage them to use the automated tills not the buyer.
“If you are an investor, then WH Smith is one of the best retailers in the country, its share prices and performance and profitability and great success,” he said. “But much of his practice is not sitting well with customer service.”
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The representative WH Smith said: “only 184 people commented on WH Smith in this study. We serve 12 million customers a week and, despite a challenging retail environment, we continue to open new stores, and to keep our presence on the main street of the UK.”
In recent years the company has spent millions of pounds on upgrading its stores, including about half of the high street property. Even WHS_Carpet acknowledged that it is becoming increasingly difficult to find examples of dirty or damaged floors, although they say more staff needed to provide medical assistance to stores and customers.
“There’s still a lot of attachment to the brand – it just needs to live up to it,” they added.
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This year, the organic beauty specialist lush, the cut-price chain Guardian health and beauty toys, smyths services are equally shared, as the best retailer in the country. They knocked last year’s top two, Toolstation and richer sounds, fourth and sixth place respectively.
John Lewis, which finished third in 2017 falls on 10-e a place – its worst Ranking since the annual survey started in 2010.
Ben Clissitt, what? the editor of the magazine, said: “it is clear that our traditional high street is changing, and while this is bad news for some retailers who were struggling to adjust, others took the opportunity to make your mark.
“Our results show that if retailers can strike the right balance between good value for money, quality products and first-class customer service, customers will return to their stores.”