When thinking about your in-store shopping experiences, how do you decide who the best retailers are? Are they the ones that offer you personalized customer service, or the ones that let you shop alone? How important are factors like product quality, competitive pricing or efficiency at the checkout? Have you ever wondered what is most important to other Canadians, and what they think the best retailers are?
It turns out Leger has a study that measures exactly that! Year after year, for more than 10 years, Leger’s WOW study has revealed the ranking of Ontario retailers that offer the best in-store customer experience. WOW Digital, a related study, reveals the ranking of the best online customer experiences in Canada. We are pleased to share the findings of the 2021 WOW and WOW Digital studies with you! Without the valuable feedback of LEO members like you, we wouldn’t be able to run these important studies!
LEGER’S WOW STUDY: THE BEST RETAILERS IN ONTARIO IN 2021
The WOW study measures the in-store customer experience and evaluates performance indicators specific to retail businesses. It also explores retailers’ strengths and weaknesses, the main irritants customers experience in store (like when you drive for an hour, only to find out something is out of stock!) and more.
In 2021, the WOW study surveyed 13,000 Ontarians about their in-store experience at 153 retailers across 20 different sectors. These retailers were assigned a score, the WOW Index, which ranges from 0 to 100 and is calculated based on 20 dimensions of the in-store customer experience such as product quality, price competitiveness, employee courtesy, store atmosphere, etc.
A major new feature of the 2021 WOW study is the analysis of the drivers of a sense of belonging: a person has a sense of belonging when they identify with a store and embrace its values, mission, actions and the image it conveys.
So, who were the best in-store retailers in Ontario in 2021?
THE 2021 WOW RANKING
- Lush
- Saje Natural Wellness
- Purdys Chocolatier
- Nespresso
- Lee Valley Tools
- Yves Roger
- M&M Food Market
- Ren’s Pets
- Lego
Would any of these companies be on your Top 10 list of the best retailers in your area?
You can learn more about the highlights of the 2021 WOW study by clicking here.
LEGER’S WOW DIGITAL STUDY: THE BEST ONLINE RETAILERS IN CANADA IN 2021
What is most important to you when shopping online? The WOW Digital study evaluates the online customer experience in Canada from online shopping to delivery. In this edition, Leger evaluated the online experience of 184 Canadian websites and apps on 22 dimensions.
Which retailers in Canada topped the list in 2021?
THE 2021 WOW DIGITAL RANKING
- Lufa Farms
- Lush
- Simons
- DAVIDsTEA
- Nespresso
- SAQ
- Jack & Jones
- Lee Valley Tools
- Apple Store
- Sephora
Are you interested in learning which mobile apps performed best? Click here to read our article and find out!
IN YOUR OPINION, WHAT IS THE BEST ONLINE RETAILER? TELL US IN THE COMMENTS BELOW!
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