Abstract
Overview
Introduction
Verdict Research: In an intensely competitive retail market, keeping customers
satisfied has never been more important. Retailers need to understand how they
satisfy their shoppers in order to enhance their appeal and increase customer
loyalty. Moreover, an insight into what drives customer satisfaction at
competitors is essential to win customers from them.
Scope
- Measures and ranks customer satisfaction for all significant retailers in
the sector over six years (2003-2008).
- Includes ratings for eight performance metrics: price, range, quality,
service, convenience, ambience, layout and facilities.
- Covers eight retailer sectors: clothing, DIY, electricals, food & grocery,
footwear, homewares, music & video and personal care.
Highlights
John Lewis has regained the top spot in the 2008 Consumer Satisfaction Index.
Having been nudged into second position last year by its sibling, Waitrose,
John Lewis has increased its overall satisfaction score by 12 CSI points,
giving it a considerable lead over all other retailers and the highest score
ever attained in the Index.
Although Waitrose has been displaced from its leading position, it takes
second place in the Index with a highly respectable score. Waitrose is the
only grocery player to make it into the top ten and it achieves a score that
is some 34 CSI points higher than the next ranked grocery player, Aldi.
The homewares specialist Dunelm follows in third place, up from eighth
position last year. Shoppers rate the chain for the amount of choice available
at its stores and for its keen prices. Dunelm offers consumers a comprehensive
range of own-brand merchandise which helps differentiate it from other players
in the homewares market.
Reasons to Purchase
- Identify the preferences of your shoppers and how successful you are in
delivering on them to help you retain your customers.
- Understand the weaknesses of your competitors' customer proposition that
can be exploited to your advantage.
- Independently track how strategies and management policy are affecting or
influencing customer satisfaction
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