Lee Valley Tools and Nespresso can lay claim to the title of best in-store experience in Ontario and Quebec respectively, while Lindt Chocolate Shop reached the medal podium in both provinces.
That’s according to the latest WOW survey by Leger, which is based on data collected from 12,000 to 14,000 survey respondents in Ontario and Quebec, and 6,000 in Western Canada.
The WOW Index, with 100 being the highest, is based on a store’s performance across 16 customer experience dimensions related to products, price, service, store and customization, taking into account the importance of each dimension in the store’s line of business.
Ontario
In Ontario, a total of 162 retailers spanning 21 sectors were evaluated by 300 recent visitors, with Lee Valley Tools receiving top marks overall, edging out Lindt Chocolate Shop and M&M Food Market. The top 10 list of performing retailers in Ontario, according to the WOW survey, is rounded out by Lush, Penningtons, The Body Shop, Saje Natural Wellness, Purdys Chocolatier, Mac Cosmetics and Ren’s Pets.
In key retail sectors, Empire-operated banner Longo’s received the top score for grocers, ahead of Fortinos and Zehrs. The Arterra-owned Wine Rack was number one among booze retailers and 7-Eleven claimed the top slot in convenience.
Holt Renfrew was named the top department store, edging out Costco and Simons, while Arc’teryx beat out Cabela’s/Bass Pro Shops and Mountain Equipment Co-op (MEC) in sports/outdoors. Best Buy Mobile took home the top telco slot, beating out TELUS and Virgin Plus.
Lush narrowly beat out competitor The Body Shop in beauty, and Ren’s Pets was the top dog over Global Pet Foods in that category, claiming 10th spot overall.
Quebec
A total of 228 Quebec retailers from 25 sectors were evaluated by approximately 400 visitors each. Nespresso reigned supreme, taking the top spot ahead of Yves Rocher and Lindt. The list of the top 10 in-store performers in Quebec, according to the WOW survey, is rounded out by Lego, Imaginaire, Claire France, Doyle, SAQ, Bath & Body Works and Tite Frette.
By sector, strategy’s 2019 Retail Innovator of the Year, SAQ, claimed 8th spot, and number one in its alcohol/cannabis category. In grocery, Avril nudged out Metro and Rachelle-Béry. Familiprix was the top pharmacist, ahead of Brunet. Mode Choc took the top score in department stores, beating out perennial claimant, Simons. Canac was named top hardware store, while DeSerres was named the best in-store experience for arts and crafts, ahead of Indigo and Michael’s.
Latulippe was named best in-store experience in sports/outdoors, beating strategy’s 2023 Brand of the Year, Decathlon. In convenience, Proxi ranked ahead of Sprint, IGA Express and Couche-Tard.
Western Canada
A total of 55 Western Canadian retailers from nine sectors were evaluated by 300 recent visitors apiece.
Wine & Beyond was named the top in-store experience. The Alberta liquor superstore took home gold, ahead of silver, Saje Natural Wellness and bronze, the fellow alcohol retailer, Everything Wine. The top 10 list of Western Canada retailers on WOW’s survey is rounded out by Guardian, The Medicine Shoppe Pharmacy, Lindt, Nespresso, Remedy’sRx, Purdys and The Running Room.
Choices Market was the top choice in grocery, ahead of Fresh St Market and Whole Foods. Costco was top of the heap for department store, beating out Mark’s and its parent, Canadian Tire. Apple Store was number one in furniture/electronics, and The Running Room was the top retailer in sport, beating out MEC and Lululemon.
