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 leading electricals retailers including Currys, Comet, PC
World, John Lewis, Asda and Tesco.
Report Highlights
John Lewis satisfies more electricals shoppers than anyone else. For the past
four years it has achieved the highest Consumer Satisfaction Index (CSI)
score, and this year it has raised the bar adding 11 points increasing its
lead further.
PC World' s focused proposition aids its appeal to customers. A clear focus on
PC hardware and associated products is the key reason for PC World ranking
second in 2008' s CSI. Indeed, the retailer satisfies more customers in range
than any of its peers.
Strong price credentials in electricals are key to Asda' s strong 2008 CSI
performance. Asda' s EDLP proposition is the key reason for the retailer
satisfying customers on this aspect more than any other featured electricals
retailer for the second consecutive year.
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.
View Cart
