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 24 leading clothing retailers including Marks & Spencer, Debenhams,
River Island, Burton, New Look, Primark, TK Maxx and Tesco.
Report Highlights
John Lewis maintains its lead as overall winner. Despite losing its previous
top rankings in range, service, ambience and layout to rival department stores
House of Fraser and Debenhams, its high score in range, quality and service
have contributed to its overall lead.
Low price credentials help H&M secure second place in this year' s report.
Moving up one place, H&M now collects the silver accolade, boosted primarily
by its low price commitment that has seen the retailer beat both Asda and TK
Maxx.
Despite Asda admitting its George clothing range has lost momentum the
retailer achieves this year' s bronze medal. The retailer performed
particularly well for the attributes of price and convenience, and also beat
the average for service - outperforming its closest grocery and value-led
rivals on these key metrics.
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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