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Consumer Satisfaction Index 2008: UK DIY

Description:
Introduction

In an intensely competitive retail market, keeping customers satisfied has never been more important. 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 (2003-2008).
- Includes ratings for eight performance metrics: price, range, quality, service, convenience, ambience, layout and facilities.
- Covers 5 leading DIY retailers B&Q, Homebase, Focus, Wickes and Wilkinson.

Highlights

- A sharp improvement at Wickes makes it the DIY Consumer Satisfaction Index leader from third place a year ago. The main reason for this uplift is an increase in its rating for range where Wickes has jumped from fourth place to second.
- B&Q slips to second position after four years ranked as number one. It should be noted however that B&Q's decline is mainly relative, with a satisfaction score only two points down on 2007. B&Q's score for range has held steady and remains far ahead of its nearest challenger.
- High street generalist Wilkinson falls to third position. Wilkinson's key draw is its price positioning. In contrast to other factors, the retailer's score for price has strengthened over the year and is now 22 points clear of its nearest rival, Wickes.

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 that can be exploited to your advantage.
- Independently track how strategies and management policy are affecting or influencing customer satisfaction.
 
Contents:
CHAPTER 1 EXECUTIVE SUMMARY
About CSI

CHAPTER 2 SUMMARY OF FINDINGS
Summary of Findings – DIY

CHAPTER 3 SYNOPSIS AND COMPARATIVES
Synopsis and Comparatives – DIY

CHAPTER 4 RANKINGS
Overall ranking – DIY
Winners since last year – DIY
Losers since last year – DIY
Ranking for range – DIY
Ranking for price – DIY
Ranking for convenience – DIY
Ranking for quality – DIY
Ranking for service – DIY
Ranking for ambience – DIY
Ranking for facilities – DIY
Ranking for layout – DIY

LIST OF TABLES
Table 1: Synopsis of highest scoring retailers overall and by factor 2007 and 2008
Table 2: CSI comparatives between DIY and all retail 2008
Table 3: Retailers ranked by overall CSI score 2003-2008
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 2003-2008
Table 9: Retailers ranked by CSI score for price 2003-2008
Table 10: Retailers ranked by CSI score for convenience 2003-2008
Table 11: Retailers ranked by CSI score for quality 2003-2008
Table 12: Retailers ranked by CSI score for service 2003-2008
Table 13: Retailers ranked by CSI score for ambience 2003-2008
Table 14: Retailers ranked by CSI score for facilities 2003-2008
Table 15: Retailers ranked by CSI score for layout 2003-2008

LIST OF FIGURES
Figure 1: Yearly overall score comparatives, DIY and all retail 2003-2008
 
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