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The survey – the Consumer Satisfaction Index 2007 – carried out by retail analyst, Verdict, part of the Datamonitor Group, found that Waitrose was more highly regarded by its customers than any other UK retailer. In gaining the top spot, Waitrose has narrowly overtaken its sister fascia and last year’s winner, John Lewis, the department store operator.
For the survey Verdict quizzed customers about where they shopped most frequently, resulting in a list of 69 retailers. Respondents were then asked to rate the stores in terms of range, price, convenience, quality, service, ambience, facilities and layout. The data was collated to give retailers a score for each of these criteria, as well as an overall consumer satisfaction rating. Now in its seventh year, the survey also provides a unique record of how customer preferences are changing over time.