Screwfix achieved the highest customer score of 83% in the poll, with shoppers praising its customer service, product range, quality and value for money.
A total of 2,097 shoppers took part in Which?’s DIY survey, telling the consumer champion about which shops had the best range of products, value for money and customer service.
Screwfix sells tools, hardware and accessories. It achieved five stars for customer service during the buying process as well as four stars for product range and availability, quality of products and value for money. It also got five stars for ease of using its website and app, with shoppers rating it highly if something went wrong.
Brewers, which sells wallpapers, paints and decorating supplies, was in second place with a customer score of 82%. Brewers got the full five out of five stars for customer service during the buying process and the amount of packaging used for products, as well as for its product range, availability and quality.
Johnstone’s Decorating Centre and Toolstation both came in third place, each achieving a customer score of 80%.
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Some big names were towards the bottom of the rankings – B&Q scored 64% and Wickes 70%. Home Bargains, which sells a range of items as well as DIY and gardening ones, was at the bottom of Which?’s table with a score of 55%. It didn’t do well for value for money, getting three stars out of five, despite its name.
Other retailers near the bottom of Which?’s table were Homebase (57%), which went into administration in November, B&M (59%) and The Range (60%).
Reena Sewraz, Which?’s retail editor, said: “While the retailers synonymous with DIY only got middling scores, specialist shops came [on] out top, showing that customers want simple and fuss-free places to shop.
“Our findings go to show that, if retailers can deliver great value, quality products and first-class customer service, customers will keep coming back.”
