Value remains the most important factor for retail customers this year as IKEA is named the UK's favourite retailer in the Verdict Research Consumer Satisfaction Index 2012. With Bonmarché coming in second and last year’s winner John Lewis dropping to third place.

Indeed, range and price are two key areas where IKEA has impressed its shoppers – both factors gaining high scores. The win demonstrates the importance of fulfilling consumer needs each time they visit your store or website with the right product mix. The retailer knows its consumers well and meets their needs consistently.

“IKEA’s move from second place last year to top the polls in 2012 reflects the strength of its offer at a time when consumers are cutting back on spending on the home." Said Maureen Hinton from Verdict.

Last year’s winner John Lewis has come in third but John Lewis continue to top the polls by a ten-point margin in terms of service and also hold the second highest score for quality. These credentials remain at the heart of what makes John Lewis shoppers among the most loyal.

Play.com and H&M came in at fourth and fifth in the retail survey. 

Hinton continues: “Value remains top of mind for consumers this year. But this is reflected not only in seeking low prices, but in prioritising quality, service and range. Consumers have higher expectations from their preferred retailer and seek a shopping experience that ticks all the boxes.”

Customer Satisfaction Index 2012

1. IKEA
2. Bonmarché
3. John Lewis
4. Play. com
5. H&M

Leading Retailers By Category

• Clothing - Bonmarché
• DIY - Wilkinson
• Footwear - Asda
• Food & Grocery - Waitrose
• Entertainment - Play. com
• Personal Care - Asda
• Homewares - IKEA
• Electricals - John Lewis

It's interesting to put two very different retailers in IKEA and John Lewis into the same ranking criteria. Does the change in votes this year indicate value is being prioritised? What do you think...