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UK Consumer Satisfaction Index 2010: Electricals
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 ten retailers including Amazon, Argos, Asda, Comet, Currys, Dixons.co.uk, eBay, John Lewis, PC World and Tesco
Highlights:
John Lewis continues its dominance of the UK electricals market. It scores highly for layout, facilities and ambience, but it the fact that its ratings for quality and service are so far ahead of the competition that secures it the number one spot.
Argos has risen back to its highest position since 2007. The retailer's multichannel model sees it score well for convenience, range and facilities. Though a non-specialist, Argos' offer is increasingly comprehensive, through its growing catalogue and website and it satisfies its customers more on range than many of its specialist rivals.
Asda has fallen to its lowest rating since 2001. The retailer's strong rating for price ensures it remains in the top ten, but it scores below average in every other measure bar layout. Having only scored below average for one criteria, service, in 2009, this is a disappointing result for the grocer.
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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