UK Consumer Satisfaction Index 2012 Personal Care | Verdict Consumer Report
Verdict Research Limited, April 2012, Pages: 19
In an intensely competitive and challenging market, retailers must understand how they satisfy shoppers in order to enhance their appeal, as well as how their competitors are satisfying their customers' needs.
UK Consumer Satisfaction Index 2012 for personal care 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
- Measure and rank your performance in customer satisfaction in the sector and assess how this has changed using six years of history (2007-2012)
- Includes ratings for price, range, quality, service, convenience, ambience, layout and facilities. Use these to understand strengths and weaknesses
- Identifies the biggest CSI winners and losers in personal care this year, highlighting those that pose the greatest threat to your business
Highlights
- With a 16 point improvement in its overall score, and 31 points above the sector average, Asda has taken the top spot this year. While price, range and convenience remain the key drivers of loyalty for the retailer in personal care, its score improvements were highest in quality, price, convenience, and ambience
- Morrisons has improved its score by 14 points taking it to second place. With a 59 point score for convenience, up 12 points on the year before, it is the biggest driver of satisfaction in this sector for Morrisons.
- Boots increased its score by six points to hold third place. While this retailer faces increasing competition from grocers and general merchandisers as they expand their personal care offers, it still holds the biggest market share in the health & beauty market
Reasons to Purchase
- What is driving satisfaction for different retailers in personal care? Which retailers have improved the most?
- What are your competitors' strengths and weaknesses and how can you exploit them by adapting your own strategies?
- How are drivers of satisfaction changing in terms of importance in the consumers' eyes? What impact is the economy having on drivers of satisfaction?
EXECUTIVE SUMMARY
About CSI
Summary of findings - Personal care
- Asda the overall winner up 16 points on the previous year
- Morrisons second with a 14 point increase
- Boots third, and scores highest for range, quality and service
- Biggest gain advances Sainsbury's to fourth place from seventh
- Biggest loss drops Superdrug to fifth from first
SYNOPSIS AND COMPARATIVES
Personal care
RANKINGS
Overall ranking - personal care
Winner - personal care
Loser - personal care
Rankings for range - personal care
Rankings for price - personal care
Rankings for convenience - personal care
Rankings for quality - personal care
Rankings for service - personal care
Rankings for ambience - personal care
Rankings for facilities - personal care
Rankings for layout - personal care
TABLES
Table: Personal care highest scoring retailers overall and by factor 2011 & 2012
Table: CSI comparison of personal care with all retail 2012
Table: Retailers ranked by overall CSI score 2012
Table: Personal care retailer with the most significant gain in overall CSI score 2012
Table: Personal care retailer with the most significant loss in overall CSI score 2012
Table: Retailers ranked by latest CSI score for range 2007-12
Table: Retailers ranked by latest CSI score for price 2007-12
Table: Retailers ranked by latest CSI score for convenience 2007-12
Table: Retailers ranked by latest CSI score for quality 2007-12
Table: Retailers ranked by latest CSI score for service 2007-12
Table: Retailers ranked by latest CSI score for ambience 2007-12
Table: Retailers ranked by latest CSI score for facilities 2007-12
Table: Retailers ranked by latest CSI score for layout 2007-12
FIGURES
Figure: Yearly overall score comparison of personal care with all retail 2007-12
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