Consumer Satisfaction Index 2007

UK Sector Summary

Publication Date	March 2007
Publisher	Verdict
Product Type	Report
Pages	49
ISBN Number	not applicable
Product Code	VDT00201

Price

£1,995.00
approximately: $3,523 | €2,530

PDF

PRINT £2,045 ($3,611 | €2,593)

Order above formats by FAX

Summary

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 key retailetrs in the sector over six years (2002-2007)
Covers 25 retailers including Asda, Bhs, Debenhams, Dorothy Perkins, John Lewis, M&S, Matalan, New Look, Next, Primark, Tesco, TK Maxx and TopShop.
Includes ratings for eight performance metrics: price, range, quality, service, convenience, ambience, layout and facilities.

Highlights

John Lewis has come from nowhere to rank first in clothing overall taking the lead in range, service, ambience and facilities.

Newly included in the survey this year, H&M takes fourth posiion among clothing retailers. Its score is well ahead of New Look which is one of the Top Five losers this year.

Marks & Spencer is still in top spot for quality but lost out on service this year to John Lewis. The department store's expansion plans pose a threat to M&S.

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.

Content

Chapter 1 Executive Summary
- About CSI
Chapter 2 Summary Of Findings
- Summary of findings - overall scorings
Chapter 3 Synopsis
- Synopsis - all retail
Chapter 4 Overall Ranking
- Overall ranking - all retail
- Winners since last year - all retail
- Losers since last year - all retail
- Summary of findings - range
- Rankings for range - all retail
- Summary of findings - price
- Rankings for price - all retail
- Summary of findings - convenience
- Rankings for convenience - all retail
- Summary of findings - quality
- Rankings for quality - all retail
- Summary of findings - service
- Rankings for service - all retail
- Summary of findings - ambience
- Rankings for ambience - all retail
- Summary of findings - facilities
- Rankings for facilities - all retail
- Summary of findings - layout
- Rankings for layout - all retail
Chapter 5 Sector Overview - All Retail And Individual Sectors
List Of Tables
- Table 1: Synopsis of highest scoring retailers, overall and by factor 2006 and 2007
- Table 2: Retailers ranked by overall CSI score 2002-2007
- Table 3: Retailers with the most significant gains in overall CSI score in the past year
- Table 4: Retailers with the most significant gains in overall CSI rank in the past year
- Table 5: Retailers with the most significant losses in overall CSI score in the past year
- Table 6: Retailers with the most significant losses in overall CSI rank in the past year
- Table 7: Retailers ranked by CSI score for range 2002-2007
- Table 8: Retailers ranked by CSI score for price 2002-2007
- Table 9: Retailers ranked by CSI score for convenience 2002-2007
- Table 10: Retailers ranked by CSI score for quality 2002-2007
- Table 11: Retailers ranked by CSI score for service 2002-2007
- Table 12: Retailers ranked by CSI score for ambience 2002-2007
- Table 13: Retailers ranked by CSI score for facilities 2002-2007
- Table 14: Retailers ranked by CSI score for layout 2002-2007
List Of Figures
- Figure 1: Overall CSI scores for individual sectors and all retail 2007
- Figure 2: Change in overall CSI score for individual sectors and all retail 2007 on 2006