Amazon and Boots have topped the rankings for ‘the most reputable retailers in the UK’, according to a national study.
The retailers, which both sell mobility equipment such as wheelchairs and daily living aids, came top of the 2018 UK Retail RepTrak ahead of the likes of Co-op and eBay, which also sell mobility aids.
Boots was recently ranked highly in a Which? report of retailers that sell hearing aids.
Amazon’s reputation has significantly improved since last year, boasting a +8.3 pts increase on the ranking system.
The business, which recently struck its first major deal to supply the UK public sector, was voted as the top retailer across Products and Service, Innovation, Leadership, and Performance.
Stephen Hahn-Griffiths, chief reputation officer at Reputation Institute, which carried out the survey, said: “Amazon’s combination of selection, value, personalization, and no hassle customer service is a winning formula.
“Despite their position of strength, Amazon is faced with reputation risk based on the proposed ‘Amazon tax’ and growing criticism of working conditions in their vast distribution centres.”
Sports Direct is the UK’s least reputable retailer. Mike Ashley’s sports retailer performed worst on four measures in the report, demonstrating “a clear link between declining reputation and declining profits”, according to the report.
Sports Direct’s poor ranking follows the company announcing a 73% decline in profits in July, from £282m to just £78m.
Hahn-Griffiths added: “In the battle to win over consumers in the UK, it is becoming clear that as well as offering great products/services, retailers today have to highlight they are being purposeful and socially responsible. Those who don’t prioritize ethically good values will inevitably see a reputational decline.”
The Reputation Institute’s research was based on 5,175 individual ratings from among the informed general public and based on an assessment of 50 nominated companies.
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