UK Consumer Satisfaction Index 2009: 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 (2004-2009).
• 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 retained the top spot in the 2009 Consumer Satisfaction Index. Despite its overall satisfaction score falling one point short of its record high in 2008, John Lewis maintains its considerable lead over all other retailers. The department store achieved particularly high scores in service, quality and facilities.IKEA has gained an impressive three places on its 2008 position and is now ranked second. IKEA scores highly for facilities and layout, while performing strongly on product range. The retailer has benefited from the launch of its transactional website and is making improvements to its convenience credentials.Amazon is third and is the only pureplay specialist in the top ten. Amazon provides an easy to use, well designed and innovative website, with a range of user-friendly features and a high level of customer service and flexible delivery options - reflected in its high facilities and convenience scores.

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 and exploit it to your advantage.
• Independently track how strategies and management policy are affecting or influencing customer satisfaction.