2021 Retail Reputation Report Reveals Uptick in Reviews and Google My Business Views

December 8, 2021

Report finds that UK retailers must prioritise online engagement, as well as in-store and employee experiences this festive season, and beyond 

Liverpool, U.K., 8th December 2021 Reputation, the global leader in Reputation Experience Management (RXM), today unveiled findings from its 2021 Retail Reputation Report, which looks at key industry trends from the past year and ranks the top retailers in the UK. This comes in the midst of the ongoing pandemic, which is contributing to challenging supply chains and a labor shortage.

Examining 3.7 million shopper reviews across the UK and the US, Reputation’s report ranked the top retailers in the UK of 2021 and uncovered:  

“While it’s great to see that consumers are interested in visiting brick and mortar stores again, it’s no surprise that overall sentiment has been dropping. Global supply chain challenges are impacting stores of all types, and UK retail leaders must communicate clearly about this issue with customers,” says Anthony Gaskell, Managing Director of Reputation EMEA. “Brands that continue to invest in both their digital and physical presence, as well as foster open, honest communication will gain consumer trust and continue to win as we continue to return to normalcy.”

The State of UK Retail 

The Importance of Google
Not only are shoppers doing product research on Google, but they’re also using a retailer’s Google Business Profile (formerly known as Google My Business) to learn about retailers before doing business with them. In fact, research shows that a Google Business Profile has more impact on a location’s findability than any other factor. Reputation took a close look at the aggregate volume of Google Business Profile views and actions for retailers in 2021 and found: 

Top UK Retail Brands 

To see the Reputation Scores of the top UK retailers and read the 2021 Retail Reputation Report, please visit the link here. For more information on Reputation Score and the Reputation RXM platform, please visit www.reputation.com.


About Reputation
Reputation (formerly Reputation.com), creator of the Reputation Experience Management category, is changing the way companies gather and act on customer feedback to drive decision making and enhance Customer Experience (CX) programmes. Reputation’s interaction-to-action platform translates vast amounts of solicited and unsolicited feedback data into prescriptive insights that companies use to learn from and grow. Thousands of global organisations rely on the patented algorithms behind Reputation Score X™ to provide a reliable index of brand performance in order to make targeted business improvements. Backed by Bessemer Ventures and Kleiner Perkins, and trusted by over 250 integration partners, including Google, Facebook, Salesforce, J.D. Power, Amazon and Web.com, Reputation turns feedback into the fuel to grow businesses around the world. Visit reputation.com to learn more.

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BOCA Communications

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