The top 20 retail companies and stores in the UK

Retailers who can offer customers service beyond mere functionality have a better chance of weathering the UK’s poor retail climate, according to a new study. Amazon, Aldi and M&S food at the three leading companies when it comes to delivering on this.

The UK retail sector remains on unstable ground in 2020, having seen a rapid and sustained decline over the last decade. A number of retailers continue to outperform the market however, thanks to their ability to provide a differentiated customer experience, appealing products and services and in-demand marketing efforts.

A poll by Savanta has unveiled the UK retailers which most benefit from ‘brand love’, something which the firm contends has a direct correlation between an emotive brand connection and commercial return. According to the research, brand love has a positive impact on customer word-of mouth and commitment, as well as the willingness to pay a price premium, while a loved brand is also more likely to be forgiven in the instance of a poor experience. According to 96,000 customer interviews in 2019, Amazon, Aldi and M&S Food top the list.

“All three have built customer relationships which go beyond the functional,” Savanta’s Caroline Hawkins said. “Our data highlights the importance of making a deeper and more personal connection in a climate of fierce competition and abundant choice. The greater the emotive brand connection, the greater the commercial return.”

The full ranking is as follows:

1. Amazon
Retail segment: E-commerce
Founded: 1994

2. Aldi
Retail segment: Grocery

Founded: 1946

3. M&S Food

Retail segment: Grocery
Founded: 2001

4. Apple
Retail segment: Electricals
Founded: 1976

5. IKEA
Retail segment: Furniture
Founded: 1943

6. Ebay
Retail segment: E-commerce
Founded: 1995

7. Tesco
Retail segment: Grocery
Founded: 1919

8. M&S
Retail segment: Clothing & Footwear
Founded: 1884

9. Boots
Retail segment: Health & Beauty
Founded: 1849

10. ASDA
Retail segment: Grocery
Founded: 1949

11. Home Bargains
Retail segment: General Merchandiser
Founded: 1976

12. Lidl
Retail segment: Grocery
Founded: 1930

13. John Lewis
Retail segment: Department store
Founded: 1864

14. Argos
Retail segment: Catalogue Retail
Founded: 1972

15. B&M
Retail segment: Value Retail
Founded: 1978

16. Lush
Retail segment: Health & Beauty
Founded: 1995

17. Wilko
Retail segment: Entertainment
Founded: 1958

18. Card Factory
Retail segment: Gift
Founded: 1997

19. Sainsbury’s
Retail segment: Grocery
Founded: 1869

20. Waterstones
Retail segment: Entertainment
Founded: 1958