Multiple watch and jewellery retailer Beaverbrooks has come out ahead of a selection of 50 retailers in the Activate Solutions Group High Street Happiness Survey.
The survey, which looks into the levels of customer satisfaction being provided by the UK’s top high street brands, used 60 XCell (key metric provider scoring the customer journey) field agents to visit 10 high streets across the country over a two week period, incorporating brands from 14 different sectors. A net promoter scoring system was used to measure various factors, including the level of service being provided and the emotional response customers had to the overall experience.
Beaverbrooks came top of all the retailers, coming in at number two for the top 50 brands list overall.
Beaverbrooks CEO Anna Blackburn said: “For nearly 100 years, Beaverbrooks has focused on creating exceptional experiences for our customers. We only work with trusted suppliers and brands to provide the highest quality jewellery and watches on the high street and we’re really proud to have come top of the retailers in this survey.” Beaverbrooks scored highly in all categories – taking into account factors relating to the stores, the levels of service provided and the emotional responses of consumers to the shopping experience.
F Hinds also scored well, coming in at sixth place, and H Samuel came 15th. Jewellers performed well overall, coming second out of the 14 sectors surveyed.
The research was conducted using The Activate Solutions Group’s new XCell data collection service, which gives retailers and service providers the ability to audit customer experiences across all retail, service and online sites in any sector nationwide.
XCell is a new business intelligence tool that gives companies a genuine understanding of customer experiences by combining rational assessment criteria with emotional perspective and analysis.
Other retailers included in the brands survey fall into categories including: Newsagents and Stationers, Mobile, Banks, Charity shops, Beauty, Petrol, Discounters, Clothes and Convenience.