|
|
 |
|
Viewing report
|
|
|
|
UK Consumer Satisfaction Index 2011 Clothing
Verdict Research Limited, March 2011, Pages: 20
UK Consumer Satisfaction Index 2011 for clothing 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
Scope:
- 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 in clothing this year
Highlights:
Marks & Spencer has managed to hold onto the overall top spot - achieved due to its high score for quality - with a CSI score of 163 this year, placing it four points above its nearest competitor John Lewis. For six consecutive years M&S has achieved the highest score for quality over its clothing competitors
The clothing retailers with the most significant gains this year are TK Maxx and River Island. TK Maxx's score has been driven primarily by improvements made to the convenience of accessing its products through new stores and selling more clothing online, while River Island's gains have been driven by higher scores for range, service and quality
Range and quality remain weak areas for Asda and Tesco, with Tesco ranking bottom for both performance metrics. However, they rank highly for convenience and are placed above average in terms of price
Purchase Reasons:
- Identify the preferences of shoppers and how successful retailers are in delivering on them to help retain customers
- Understand the weaknesses of competitors' customer propositions and exploit them to your advantage
- Independently track how strategies and management policy are affecting or influencing customer satisfaction
|
|
|
|
