Happy customers clinch award for John Lewis
John Lewis, the department store owned by its staff, has been named best British retailer by the consumer group Which? in its first awards.
High levels of customer satisfaction ensured that the co-operative chain, whose motto Never Knowingly Undersold covers everything from duvets to perfume, triumphed over rivals including Marks & Spencer and Aldi.
Which? announced that although John Lewis was not the best for price and convenience, its products were usually of excellent quality and so delivered good value for money. "And when it comes to electrical products, John Lewis is streets ahead of all the other retailers," Which? said. The award caps a strong year for John Lewis, whose 68,000 "partners" take a share of its profits with an annual bonus. The business has made bumper profits and is expanding its food division Waitrose, which was also shortlisted with M&S and Aldi.
The award was one of 10 Which? accolades handed out to companies in sectors ranging from finance to motoring by the BBC newscaster Fiona Bruce at a ceremony in the British Museum. Miele, the German manufacturer of vacuum cleaners and washing machines, took best domestic appliance maker, having collected 18 "best buys" in the past year, twice as many as any competitor.
Panasonic won the best audio visual award, attracting plaudits for its "best-quality" range of LCD and plasma televisions. The Japanese firm won a second award - the Which? heritage award, for the best brand overall during the life of the organisation, formerly the Consumers' Association. In the past 50 years, Panasonic has amassed 222 best-buy accolades.
Toyota was named best car manufacturer. "The race for this award was very close but Toyota just beat BMW across the finishing line. Toyota deserves to win this award because of its innovative thinking and excellent value for money," Which? explained.
In finance, Smile, the internet offshoot of the Co-operative Bank, was named best current account provider, with 82 per cent of customers declaring themselves to be very satisfied with its service, while Marks & Spencer took the best credit card award for its &More card, which has a "generous" 55-day interest-free period.
The best broadband provider award went to Waitrose because of its speed, customer service and support.
In an award voted for by 5,000 Which? members, the Yorke Arms at Ramsgill in Nidderdale clinched the award for best small independent restaurant of the year. Its chef Frances Atkin, described by Which? as one of the best female cooks in the country, was unable to collect the award because the restaurant has been hit by the recent flooding.
The Pensions minister James Purnell was named consumer champion of the year for the introduction of the national pensions savings scheme, which will make people save more for their old age from 2012.
Richard Lambert, director general of the Confederation of British Industry, said consumer goods had "changed beyond recognition" since the Consumers' Association was founded in 1957. Standards had been raised for consumers because of the end of a "deferential society", globalisation, and the internet. In the past, Mr Lambert said, a company that did a rotten job could often contain that dissatisfaction, but today that dissatisfaction could be spread across the world "within a few hours". He added: "I am sure that in the future, these awards will be seen as the Oscars that businesses want to win."
Which? winners
Best domestic appliance brand: Miele
Best audio visual brand: Panasonic
Restaurant of the year: Yorke Arms, Ramsgill, North Yorkshire
Best current account provider: Smile
Best car maker: Toyota
Best retailer: John Lewis
Consumer champion: James Purnell MP
Heritage award: Panasonic
Best credit card provider: M&S '&More'
Best broadband provider: Waitrose
By Martin Hickman, Consumer Affairs Correspondent
Published: 28 June 2007
© 2007 Independent News and Media Limited
John Lewis, the department store owned by its staff, has been named best British retailer by the consumer group Which? in its first awards.
High levels of customer satisfaction ensured that the co-operative chain, whose motto Never Knowingly Undersold covers everything from duvets to perfume, triumphed over rivals including Marks & Spencer and Aldi.
Which? announced that although John Lewis was not the best for price and convenience, its products were usually of excellent quality and so delivered good value for money. "And when it comes to electrical products, John Lewis is streets ahead of all the other retailers," Which? said. The award caps a strong year for John Lewis, whose 68,000 "partners" take a share of its profits with an annual bonus. The business has made bumper profits and is expanding its food division Waitrose, which was also shortlisted with M&S and Aldi.
The award was one of 10 Which? accolades handed out to companies in sectors ranging from finance to motoring by the BBC newscaster Fiona Bruce at a ceremony in the British Museum. Miele, the German manufacturer of vacuum cleaners and washing machines, took best domestic appliance maker, having collected 18 "best buys" in the past year, twice as many as any competitor.
Panasonic won the best audio visual award, attracting plaudits for its "best-quality" range of LCD and plasma televisions. The Japanese firm won a second award - the Which? heritage award, for the best brand overall during the life of the organisation, formerly the Consumers' Association. In the past 50 years, Panasonic has amassed 222 best-buy accolades.
Toyota was named best car manufacturer. "The race for this award was very close but Toyota just beat BMW across the finishing line. Toyota deserves to win this award because of its innovative thinking and excellent value for money," Which? explained.
In finance, Smile, the internet offshoot of the Co-operative Bank, was named best current account provider, with 82 per cent of customers declaring themselves to be very satisfied with its service, while Marks & Spencer took the best credit card award for its &More card, which has a "generous" 55-day interest-free period.
The best broadband provider award went to Waitrose because of its speed, customer service and support.
In an award voted for by 5,000 Which? members, the Yorke Arms at Ramsgill in Nidderdale clinched the award for best small independent restaurant of the year. Its chef Frances Atkin, described by Which? as one of the best female cooks in the country, was unable to collect the award because the restaurant has been hit by the recent flooding.
The Pensions minister James Purnell was named consumer champion of the year for the introduction of the national pensions savings scheme, which will make people save more for their old age from 2012.
Richard Lambert, director general of the Confederation of British Industry, said consumer goods had "changed beyond recognition" since the Consumers' Association was founded in 1957. Standards had been raised for consumers because of the end of a "deferential society", globalisation, and the internet. In the past, Mr Lambert said, a company that did a rotten job could often contain that dissatisfaction, but today that dissatisfaction could be spread across the world "within a few hours". He added: "I am sure that in the future, these awards will be seen as the Oscars that businesses want to win."
Which? winners
Best domestic appliance brand: Miele
Best audio visual brand: Panasonic
Restaurant of the year: Yorke Arms, Ramsgill, North Yorkshire
Best current account provider: Smile
Best car maker: Toyota
Best retailer: John Lewis
Consumer champion: James Purnell MP
Heritage award: Panasonic
Best credit card provider: M&S '&More'
Best broadband provider: Waitrose
By Martin Hickman, Consumer Affairs Correspondent
Published: 28 June 2007
© 2007 Independent News and Media Limited
