Service Value in Cologne has conducted a survey among 3,300 consumers in Germany to evaluate the performance of 21 shoe brands and retail banners, both online and bricks-and-mortar, in terms of range of products, value for money, store concepts, customer service and many other parameters. The survey makes no distinction between multi-brand retailers and the mono-brand stores. Ara Shoes leads the overall ranking and is also the winner in the ‘store concept' category, as atmosphere in shops seems to be the most important driving force for the customers. The presentation of the shoes also was an important factor. Tamaris leads the rankings for the product range, Deichmann for value for money and the Runners Point chain for customer service. Ecco got the highest mark for online retailing, Görtz for online customer service and Deichmann for mail service.