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 12 leading food & grocery retailers including Tesco, Asda,
Sainsbury, Morrison, Waitose, Co-op, Aldi and Lidl.
Report Highlights
For the third year running, Waitrose is the highest scoring food & grocery
retailer in Verdict' s Consumer Satisfaction Index (CSI). The retailer did
however relinquish its overall cross sector number one position falling behind
sister chain John Lewis.
Continental hard discounters Aldi and Lidl have risen to second and third
positions. A heavy focus on low prices means that they both achieve extremely
high satisfaction scores in the category. The two retailers score around three
times the average for the sector, and this provides the base for their high
overall satisfaction ratings.
For the sixth year running, Morrison appears in the top five retailers for
customer satisfaction. Morrison scores consistently well in many categories,
but outperforms in both layout and ambience.
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.
- Understand the weaknesses of your competitors' customer proposition that
can be exploited to your advantage.
View Cart
