Lush voted No.1 for cosmetics by UK consumers

08-Jul-2013 - Last updated on 09-Jul-2013 at 10:27 GMT

For the third year running the high-street shopping survey, Which? has found UK consumers to have favoured the global cosmetics player as the number one brand for toiletries and cosmetics.

The survey spoke to 11,784 consumers between February and March 2013 about the shops they had visited in the past six months and scored brands based on their satisfaction and likelihood of recommending to a friend.

Based on the feedback from those respondents, Lush came out on top based on 14 factors covering price, service, store environment, product quality, product range and after sales with an 82 per cent overall score.

Customers also rated Lush top in segments such as innovative product range, store environment, pricing and ranked the brand five-stars for customer service with one customer describing their experience as “A delight of colour, shape and aroma, smiles and dedicated service by people who love the products.”

The result comes as good news to Paul Wheatley, director of Lush retail who says; "We focus on the freshest product, innovation and excellent customer service and are grateful and proud that our consumers have awarded us the top spot for the third consecutive year for doing what we love. We would like to thank all of our staff for their enthusiasm and hard work."

Online shopping building momentum over retail

The market researcher's survey also showed that more than half of shoppers buy more online now than a year ago, but still visit high street shops more often than shopping centres, retail parks or shopping websites, and over a third still spend more on the high street.

"Shoppers tell us they like to visit shops so they can see and touch the products available, while they buy online because it's cheaper. This may explain how Lush gets it so right on the high street - they sell distinctive products that are hard to get elsewhere at lower prices, and present them attractively in store in unique ways."

Lush recently moved into the colour cosmetics segment for the first time with a new make-up concept, Emotional Brilliance, last July.

According to the global cosmetics player, the range spent two years in development and has been created to match the psychological needs of the consumer choosing which colour they desire.

Alongside a strategic behavioural therapist with roots in colour therapy, the company says the Emotional Brilliance Colour Wheel offers a personalised colour reading – "choose the three colours that stand out the most and uncover certain words that reveal a little bit about your current state of mind."