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UK Consumer Satisfaction Index 2011 Sector Summary
Verdict Research Limited, March 2011, Pages: 48
Verdict Research – UK Consumer Satisfaction Index 2011 for all retail is based around individual retailers and provides a highly detailed, data-rich overview of a retailer's customers, drawing on a nationwide survey of 6,000 shoppers each year.Measures and ranks customer satisfaction for all significant retailers in the sector over six years (2006-2011).Includes ratings for eight performance metrics: price, range, quality, service, convenience, ambience, layout and facilities.Identifies the biggest CSI winners and losers across all retail sectors for this year.John Lewis is the UK's favourite retailer for the fourth year in a row. Customers continue to value the transparency of its offer, the outstanding customer service it provides and, despite not having an offer centred on price, its value for money.With an overall position of second and an increase of 28 points in 2011, range continues to drive the bulk of customer satisfaction for IKEA. This is a reflection not only of its wide selection of furniture and homewares, but also the expertise it has in effectively displaying the vast array of products held instore through the use of roomsets.With Waitrose first and Marks & Spencer, Clarks and John Lewis second, third and fourth respectively, the Top Four retailers ranked for quality have not changed for the last four years. However, all Top Four quality scores declined in 2011.Allows you to gain a cross sector overview highlighting best practice across the industry as well as valuable insight into shopper preferences.Enables you to quantify and understand the weaknesses of competitors' customer propositions and exploit them to your advantage.Use CSI Overall to independently track how strategies and management policy are affecting or influencing customer satisfaction.
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