Consumer Satisfaction Index 2008: UK Sector 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 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 eight retailer sectors: clothing, DIY, electricals, food & grocery, footwear, homewares, music & video and personal care.

Highlights

John Lewis has regained the top spot in the 2008 Consumer Satisfaction Index. Having been nudged into second position last year by its sibling, Waitrose, John Lewis has increased its overall satisfaction score by 12 CSI points, giving it a considerable lead over all other retailers and the highest score ever attained in the Index.

Although Waitrose has been displaced from its leading position, it takes second place in the Index with a highly respectable score. Waitrose is the only grocery player to make it into the top ten and it achieves a score that is some 34 CSI points higher than the next ranked grocery player, Aldi.

The homewares specialist Dunelm follows in third place, up from eighth position last year. Shoppers rate the chain for the amount of choice available at its stores and for its keen prices. Dunelm offers consumers a comprehensive range of own-brand merchandise which helps differentiate it from other players in the homewares market.

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