- Published: May 2012
- Region: Great Britain, United Kingdom
UK Consumer Satisfaction Index 2010: Footwear
- Published: January 2010
- Region: United Kingdom, Great Britain
- 23 Pages
- Verdict Research Limited
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.
- 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 21 retailers including Asda, Clarks, Marks & Spencer, Barratts, Stead & Simpson, New Look, Next, River Island, Tesco, Faith and Office.
Non-specialists have continued to move up the rankings in 2010, as specialists struggle to compete on measures including price, convenience, ambience and facilities. Value players Asda, Tesco, Matalan and New Look have all gained higher CSI scores this year, benefitting from the challenging market and consumers being forced to trade down.
Asda takes the number one spot from TK Maxx after two years at the top, achieving good scores across ambience, layout, convenience and price. Its renewed attention on enhancing product quality is reflected in its improved quality score and ranking in 2010, placing it above its value competitors TK Maxx, Matalan and Tesco.
Clarks' reputation for providing good quality footwear continues to give it the top position for quality, placed just above that of competitor Marks & Spencer. However, its drop in service and range is concerning, since consumers have high expectations of Clarks and its products, and this is integral to its strategy.
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. SHOW LESS READ MORE >
CHAPTER 1 ABOUT CSI
CHAPTER 2 SUMMARY OF FINDINGS
- Summary of Findings – Footwear
CHAPTER 3 SYNOPSIS AND COMPARATIVES
- Synopsis and Comparatives – Footwear
CHAPTER 4 RANKINGS
- Overall ranking – Footwear
- Winners since last year – Footwear
- Losers since last year – Footwear
- Ranking for range – Footwear
- Ranking for price – Footwear
- Ranking for convenience – Footwear
- Ranking for quality – Footwear
- Ranking for service – Footwear
- Ranking for ambience – Footwear
- Ranking for facilities – Footwear
- Ranking for layout – Footwear
LIST OF TABLES:
Table 1: Synopsis of highest scoring retailers overall and by factor 2009 and 2010
Table 2: CSI comparatives between footwear and all retail 2010
Table 3: Retailers ranked by overall CSI score 2005-2010
Table 4: Retailers with the most significant gains in overall CSI score in the past year
Table 5: Retailers with the most significant gains in overall CSI rank in the past year
Table 6: Retailers with the most significant losses in overall CSI score in the past year
Table 7: Retailers with the most significant losses in overall CSI rank in the past year
Table 8: Retailers ranked by CSI score for range 2005-2010
Table 9: Retailers ranked by CSI score for price 2005-2010
Table 10: Retailers ranked by CSI score for convenience 2005-2010
Table 11: Retailers ranked by CSI score for quality 2005-2010
Table 12: Retailers ranked by CSI score for service 2005-2010
Table 13: Retailers ranked by CSI score for ambience 2005-2010
Table 14: Retailers ranked by CSI score for facilities 2005-2010
Table 15: Retailers ranked by CSI score for layout 2005-2010
LIST OF FIGURES:
Figure 1: Yearly overall score comparatives, footwear and all retail 2005-2010