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UK Consumer Satisfaction Index 2010: DIY
Verdict Research Limited, Jan 2010, Pages: 22
During a recession, with consumer confidence at a low ebb, keeping your customers satisfied and retaining them is vital for survival. 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 (2005-2010).
- Includes ratings for eight performance metrics: price, range, quality, service, convenience, ambience, layout and facilities.
- Covers five retailers including B&Q, Focus, Homebase, Wickes and Wilkinson.
Highlights:
- B&Q has reached the summit of the DIY CSI rankings for the first time since 2007. This has been at the expense of Wickes, which held the position in both 2008 and 2009. Focus continues to struggle, lying adrift at the bottom of the ranking by a significant margin.
- Indeed, B&Q has gained 12 points on its 2007 score the greatest gain in DIY. B&Q has maintained its leading ranking for range. The specialist also achieves a leading ranking for service and layout and a second place ranking for ambience.
- Focus has experienced the highest points decline among DIY players and continues to rank last. It is ranked last for range, price, quality, ambience and service. However, after securing the backing of creditors for a proposed Company Voluntary Agreement (CVA) in late 2009 we expect Focus to push ahead with much-needed investment into its business.
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 them to your advantage.
- Independently track how strategies and management policy are affecting or influencing customer satisfaction.
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UK Consumer Satisfaction Index 2009: Sector Summary
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