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 5 leading DIY retailers B&Q, Homebase, Focus, Wickes and Wilkinson.
Report Highlights
A sharp improvement at Wickes makes it the DIY Consumer Satisfaction Index
leader - from third place a year ago. The main reason for this uplift is an
increase in its rating for range where Wickes has jumped from fourth place to
second.
B&Q slips to second position after four years ranked as number one. It should
be noted however that B&Q' s decline is mainly relative, with a satisfaction
score only two points down on 2007. B&Q' s score for range has held steady and
remains far ahead of its nearest challenger.
High street generalist Wilkinson falls to third position. Wilkinson' s key draw
is its price positioning. In contrast to other factors, the retailer' s score
for price has strengthened over the year and is now 22 points clear of its
nearest rival, Wickes.
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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