Essential reading for retailers and suppliers in the home improvement market

Screwfix tops DIY customer satisfaction awards

Published: 29 April 2013
Kingfisher scored high in the DIY sector of the Verdict Customer Satisfactions Awards, with Screwfix winning first place and B&Q taking home second.
Screwfix tops DIY customer satisfaction awards
John Lewis won out overall, topping the poll of 5,900 consumers across a variety of categories including clothing, homewares and electrical.

Verdict's DIY and home analyst Matthew Walton said the DIY sector "has been one of the most affected by the downturn with a weak housing market and a more constrained customer deflating the market, forcing an evolution among those who have survived.

"Customer service is becoming more important," he added, "with older customers becoming a key demographic. These customers place a greater emphasis on quality and service. Online is shaping the future strategy of the sector, influencing how retailers interact with shoppers and store portfolio plans."

Screwfix came top in its category for quality, service and facilities, while also scoring above average in price and convenience. Homebase was notably absent from the top three in DIY, with Wickes coming in third after Kingfisher's highflyers.

Mr Walton added: "Screwfix's trade quality and prices will have represented the best value for money to a more frugal customer, aiming for a more permanent solution rather than a quick fix. The use of product reviews has further boosted its quality credentials, with over 54,000 reviews on its website, while its more developed m-commerce offer has aided its score for facilities."

While John Lewis scored top in homewares, market share leader Dunelm Mill's range focus and value helped the retailer clinch second place, with Matalan coming in third.

John Lewis' win was down to gains in range and convenience, said Verdict's lead retail analyst Patrick O'Brien. He added: "Service has long been John Lewis's calling card, with the retailer coming first for this in homewares every year since the CSI survey's inception in 2000."

Of Dunelm Mill he added: "[The retailer] has grown due to the success of its laser sharp focus on value, while offering wide ranges with multiple price points."
While John Lewis won out overall for service, Dunelm Mill scored highest for range, while Home Bargains came out on top for price. Marks & Spencer, meanwhile, got the biggest vote for quality.

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