Retailers rank service and availability above product range, says survey

Bathroom retailers are placing increasing weight on service, stock availability and supplier reliability when choosing who to work with, according to new research from Tissino, highlighting a shift in priorities across the sector as operational pressures continue to shape day-to-day business.

Drawing on feedback from 130 customers, the survey found that customer service, stock availability and product quality are the 3 most important factors in supplier selection, standing apart clearly from other considerations across all retail formats. Showroom-based businesses, in particular, placed strong emphasis on dependable delivery, consistent support and access to a well-managed product range, reflecting the need for suppliers that can support both sales and installation with confidence.

While product remains essential, the findings point to a broader expectation that suppliers must now deliver a more complete and reliable service proposition, extending beyond design and specification into logistics, communication and aftersales support.

Edward Lewis, MD at Tissino, said: “Retailers are under constant pressure to deliver projects smoothly, often across multiple sites and tight timelines, so the margin for disruption is very small. What matters most is having a supplier they can rely on to support them consistently, not just at the point of order, but right through to installation and beyond.

“A strong product offer will always be important, but it is the experience around that product that shapes long-term relationships. When communication is clear, when issues are handled quickly, and when retailers know they will be supported if something changes, it allows them to focus on their own customers with confidence. For us, it is about building a business that works in step with how our customers operate day to day, where reliability is embedded across every touchpoint and where trust is built over time through consistency.”