Table of Contents
- Issues in the MarketMain themes
- Definition
- Abbreviations
- Market in Brief
- Customer service needs set to polarise
- Wages and recruitment key
- Technology offers new opportunities
- The bad news on customer service
- ...and the good news
- Strengths and Weaknesses in the Market
- Strengths
- Weaknesses
- Internal Market Environment
- Key points
- Clothing market downturn
- Figure 1: Clothing retail sales, non-seasonally adjusted, current and
constant 2000 prices, and price change, quarter against same quarter year
before, Q3 2006 to Q3 2008
- Pay levels and the National Minimum Wage
- Age structure of workforce
- The rise of value retailers and the supermarkets
- Figure 2: Value clothing specialists' and non-specialists' sales and
consumer clothing expenditure, 2003-08
- The impact of the internet and in-store technology
- Word of mouth is key
- Broader Market Environment
- Key points
- Consumer recession
- Figure 3: UK personal disposable income and consumer expenditure, % per
annum change, 2003 prices, 2003-13
- Age structure will shift
- Figure 4: UK population, by age, 2003-13
- Socio-economic changes
- Figure 5: UK adult population 15+, by socio-economic group, 2003-13
- Increasing unemployment
- Figure 6: UK unemployment, % of workforce, 2003-13
- Competitive Context
- Key points
- Fashion better than household, worse than food and drink
- Poor performance at bottom end
- Figure 7: Respondents saying retailer has excellent customer service,
fashion retail versus household and food and drink retail, 2007-08
- Best fashion retailers are very strong on service
- Figure 8: Respondents saying retailer has excellent customer service,
top ten specialist fashion retailers, 2007-08
- Figure 9: Respondents saying retailer has excellent customer service,
top ten specialist household retailers, 2007-08
- Figure 10: Respondents saying retailer has excellent customer service,
top ten specialist food and drink retailers, 2007-08
- The Consumer -- Where They Shop
- Key points
- Figure 11: Where they regularly buy clothing, November 2008
- High street still dominates
- Department stores ahead of supermarkets and value stores
- Value stores visited more by women
- Younger men prefer the internet
- Figure 12: Where they regularly buy clothing, by gender, age and
socio-economic group, November 2008
- Figure 13: Where they regularly buy clothing, by gender, age and
socio-economic group, November 2008
- Consumer Views by Where They Shop
- Key points
- Value stores falling behind on service
- Figure 20: Attitudes towards service, by where they regularly buy
clothing, November 2008
- Companies and Services
- Key points
- The methodology
- Figure 23: Top ten of all fashion retailers, 2007-08
- The case of John Lewis
- Marks & Spencer
- Figure 24: Respondents who agree M&S has great customer service, %,
2007-08
- Figure 25: Fashion customer services provided by Marks & Spencer,
January 2009
- Arcadia Group
- Figure 26: Respondents who agree different Arcadia fascias have great
customer service, %, 2007-08
- Topshop/Topman
- Figure 27: Fashion customer services provided by Topshop/Topman, January
2009
- Dorothy Perkins
- Figure 28: Fashion customer services provided by Dorothy Perkins,
January 2009
- Next
- Figure 29: Respondents who agree that Next has great customer service,
%, 2007-08
- Figure 30: Fashion customer services provided by Next, January 2009
- TK Maxx
- Figure 31: Respondents who agree that TK Maxx has great customer
service, %, 2007-08
- Figure 32: Fashion customer services provided by TK Maxx, January 2009
- New Look
- Figure 33: Respondents who agree that New Look has great customer
service, %, 2007-08
- Figure 34: Fashion customer services provided by New Look, January 2009
- Primark
- Figure 35: Respondents who agree that Primark has great customer
service, %, 2007-08
- Figure 36: Fashion customer services provided by Primark, January 2009
- Matalan
- Figure 37: Respondents who agree that Matalan has great customer
service, %, 2007-08
- Figure 38: Fashion customer services provided by Matalan, January 2009
- Tesco
- Figure 39: Respondents who agree that Tesco clothing has great customer
service, %, 2007-08
- Figure 40: Fashion customer services provided by Tesco, January 2009
- Asda
- Figure 41: Respondents who agree that George at Asda has great customer
service, %, 2007-08
- Figure 42: Fashion customer services provided by George at Asda, January
2009
- River Island
- Figure 43: Respondents who agree River Island has great customer
service, %, 2007-08
- Figure 44: Fashion customer services provided by River Island, January
2009
- Debenhams
- Figure 45: Respondents who agree that Debenhams has great customer
service, %, 2007-08
- Figure 46: Fashion customer services provided by Debenhams, January 2009
- Peacocks
- Figure 47: Respondents who agree that Peacocks has great customer
service, %, 2007-08
- Figure 48: Fashion customer services provided by Peacocks, January 2009
- Appendix -- Where They Shop
- Figure 49: Where they buy clothing, by special group, region, ACORN
group, technology users/TV received, daily web use, daily newspapers read
and supermarket used, November 2008
- Figure 50: Where they buy clothing, by special group, region, ACORN
group, technology users/TV received, daily web use, daily newspapers read
and supermarket used, November 2008
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