Consumer Satisfaction Index 2008: UK Food & Grocery

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.

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.
• Independently track how strategies and management policy are affecting or influencing customer satisfaction.