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 13 leading homewares retailers including John Lewis, Debenhams,
Dunelm Mill, Marks & Spencer, Tesco and Asda.
Report Highlights
Homewares retailers are better at satisfying their customers than stores
serving shoppers in any other sector. This year they achieve an average CSI
score of 129, 12 points above of the average for all retailers and two points
ahead of the next most popular sector, electricals.
After a three year absence John Lewis reclaims the top spot in homewares. Its
score has advanced by 27 points on 2007 giving it an eight point lead over
second placed Dunelm. Besides service and ambience on which it was the CSI
homewares leader last year, John Lewis has picked up leading positions for
range and facilities in 2008.
Among grocers, Sainsbury achieves the highest satisfaction rating in
homewares. 2007 was a year of progress for the UK' s third largest food
retailer, despite uncertainty caused by the aborted takeover approach from the
Delta 2 consortium.
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.
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