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UK Consumer Satisfaction Index 2010: Sector Summary
Verdict Research Limited, Jan 2010, Pages: 50
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 the highest ranked retailers for each of these performance metrics including John Lewis, Marks & Spencer and Tesco.
Highlights:
John Lewis has retained top ranking overall in the 2010 Consumer Satisfaction Index. The department store achieved particularly high scores for service, quality, ambience and facilities. However, other retailers are catching up and the gap between first and second place has fallen from 26 points in 2009 to just seven points this year.
Amazon has climbed to second overall, an increase of one place on its 2009 ranking. 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 scores for facilities and convenience.
The retailer in third place is Play.com, which has climbed two places from its 2009 ranking of fifth. Play.com ranked second for service and finished in the top ten for convenience, facilities and price. It has also experienced a rise in its score for range, reflecting expansion of its product offer and the launch of DRM-free downloads in 2008.
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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