- Language: English
- 23 Pages
- Published: January 2009
- Region: Great Britain, United Kingdom
Consumer Satisfaction Index 2008: UK Footwear
- Published: January 2008
- Region: United Kingdom, Great Britain
- 23 Pages
- Verdict Research Limited
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.
- 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 22 leading footwear retailers including Clarks, Marks & Spencer, Next, Asda, JJB Sports and Brantano.
- TK Maxx jumps straight in at number one with the most satisfied footwear customers. As a retailer committed to value, TK Maxx attains the highest score for price, with its unique proposition proving to be a key attraction.
- Improving M&S' value positioning will help the retailer contend for lead position. Slipping from pole position to third, M&S delivers a weaker performance across the majority of metrics in this year's report, losing the gold medal for quality and service to Clarks and Debenhams respectively.
- Strong service and quality credentials keep market leader Clarks in the top 10. As a specialist middle market retailer, Clarks differentiates by delivering a quality and service orientated approach helping distance the retailer from the plethora of value-led players.
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. SHOW LESS READ MORE >
CHAPTER 1 EXECUTIVE SUMMARY
CHAPTER 2 SUMMARY OF FINDINGS
Summary of Findings – Footwear
CHAPTER 3 SYNOPSIS AND COMPARATIVES – FOOTWEAR
CHAPTER 4 RANKINGS
Overall ranking – Footwear
Winners since last year – Footwear
Losers since last year – Footwear
Ranking for range – Footwear
Ranking for price – Footwear
Ranking for convenience – Footwear
Ranking for quality – Footwear
Ranking for service – Footwear
Ranking for ambience – Footwear
Ranking for facilities – Footwear
Ranking for layout – Footwear
LIST OF TABLES
Table 1: Synopsis of highest scoring retailers overall and by factor 2007 and 2008
Table 2: CSI comparatives between Footwear 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, Footwear and all retail 2003-2008