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UK Consumer Satisfaction Index 2009: Personal Care
Verdict Research Limited, Jan 2009, Pages: 22
UK Consumer Satisfaction Index 2009: Personal Care quantifies and interprets how satisfied customers are with the retailers they use on eight key performance measures, using an annual survey of 6,000 consumers.
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 11 retailers including Boots, Body Shop, Avon, Superdrug, Asda, Wilkinson, Tesco and Morrison
Highlights:
- In 2009 price has made a sharp return with the biggest gainers in this survey all championing price. And though range and quality are still driving satisfaction evident from Avon and Boots taking first and third place respectively the economic downturn is driving a shift in sentiment to price
- Asda now has the most satisfied personal care shoppers of the Big Four grocers, recovering second place and this year's biggest improver adding 14 points to its previous year's score. Price, convenience and store ambience have propelled the retailer up the leader board.
- After a sudden fall in last year's survey, Alliance Boots has jumped into third place and is this year's biggest improver by rank. Maintaining pole position for range and facilities, it also scores highly for service, quality 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 and exploit it to your advantage
- Independently track how strategies and management policy are affecting or influencing customer satisfaction
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