House of Fraser and Selfridges have recently been identified as the UK’s underperforming department stores, as per a comprehensive report released by OnBuy.com. The report, which assessed Trustpilot ratings of eleven major department stores in the UK, including well-known names like John Lewis, Debenhams, and Harrods, has provided intriguing insights into customer satisfaction levels in the retail sector.
The analysis reveals a concerning trend where many of the country’s cherished department stores are struggling to meet customer expectations, resulting in a proliferation of negative reviews on Trustpilot and diminished trust scores. This phenomenon underscores the difficulties faced by traditional brick-and-mortar retailers amidst changing consumer preferences and the surge of online shopping.
Once a shopping haven, House of Fraser now disappoints with a meager trust score of 1.3 out of 5 and a substantial 86% of negative reviews. Similarly, Selfridges, renowned for its luxury offerings, has been unable to maintain its elite status, with a trust score of 1.7 and 80% unfavorable reviews.
Other notable findings include Flannels, John Lewis, and Debenhams all grappling with significant dissatisfaction levels among customers. Meanwhile, Fenwick has emerged as the leading department store in customer satisfaction, boasting a commendable trust score of 3.5 and the lowest percentage of negative reviews at 30%.
Fortnum and Mason and TK Maxx also received positive ratings, in contrast to Harrods, which fell short of expectations with an overall score of 2.2 out of 5. Marks & Spencer and Harvey Nichols secured average trust scores of 2.1 and 1.9, respectively.
The report spotlights the divergent customer satisfaction levels observed in different UK department stores and emphasizes the critical importance of prioritizing customer experience to remain competitive in the dynamic retail landscape. It serves as a clarion call for department stores to revamp their approaches and place a renewed emphasis on enhancing customer satisfaction to thrive in the present-day market environment.
For more information on department store rankings, visit House of Fraser and Selfridges.
