Consumer Satisfaction Index 2008: UK Footwear

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.

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.