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 22 leading footwear retailers including Clarks, Marks & Spencer,
Next, Asda, JJB Sports and Brantano.
Report Highlights
TK Maxx jumps straight in at number one with the most satisfied footwear
customers. As a retailer committed to value, TK Maxx attains the highest score
for price, with its unique proposition proving to be a key attraction.
Improving M&S' value positioning will help the retailer contend for lead
position. Slipping from pole position to third, M&S delivers a weaker
performance across the majority of metrics in this year' s report, losing the
gold medal for quality and service to Clarks and Debenhams respectively.
Strong service and quality credentials keep market leader Clarks in the top
10. As a specialist middle market retailer, Clarks differentiates by
delivering a quality and service orientated approach - helping distance the
retailer from the plethora of value-led players.
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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