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UK Consumer Satisfaction Index 2009: Footwear
Description:
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 (2004-2009)
- Includes ratings for eight performance metrics: price, range, quality, service, convenience, ambience, layout and facilities
- Covers 21 retailers including Brantano, Shoe Zone, Clarks, JD Sport, Barratts, JJB, New Look, Asda and TK Maxx
Highlights:
- Despite being a challenging sector, customer satisfaction outperforms in footwear. At an average 130, footwear retailers are outperforming overall retail (123) at satisfying their customers. Range, price and quality are the highest scoring factors. Though this mix varies over retailers, price is a key factor for the Top 10's success
- Proving the popularity of its footwear offer with its customers, TK Maxx leads again this year but at only one point ahead of Asda, and driven primarily by one factor, price, where it scores more than double the average, its position is not unassailable
- Shoe Zone has jumped into the Top 10 driven by an increase of 29 points over the past year the third highest gain in the sector. Its score has not only improved on its leading measure, price, but also for range and convenience
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 and exploit it to your advantage
- Independently track how strategies and management policy are affecting or influencing customer satisfaction.
Scope:
- Measures and ranks customer satisfaction for all significant retailers in the sector over six years (2004-2009)
- Includes ratings for eight performance metrics: price, range, quality, service, convenience, ambience, layout and facilities
- Covers 21 retailers including Brantano, Shoe Zone, Clarks, JD Sport, Barratts, JJB, New Look, Asda and TK Maxx
Highlights:
- Despite being a challenging sector, customer satisfaction outperforms in footwear. At an average 130, footwear retailers are outperforming overall retail (123) at satisfying their customers. Range, price and quality are the highest scoring factors. Though this mix varies over retailers, price is a key factor for the Top 10's success
- Proving the popularity of its footwear offer with its customers, TK Maxx leads again this year but at only one point ahead of Asda, and driven primarily by one factor, price, where it scores more than double the average, its position is not unassailable
- Shoe Zone has jumped into the Top 10 driven by an increase of 29 points over the past year the third highest gain in the sector. Its score has not only improved on its leading measure, price, but also for range and convenience
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 and exploit it 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 - Footwear
CHAPTER 3 SYNOPSIS AND COMPARATIVES
- 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 2008 and 2009
Table 2: CSI comparatives between footwear and all retail 2009
Table 3: Retailers ranked by overall CSI score 2004-2009
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 2004-2009
Table 9: Retailers ranked by CSI score for price 2004-2009
Table 10: Retailers ranked by CSI score for convenience 2004-2009
Table 11: Retailers ranked by CSI score for quality 2004-2009
Table 12: Retailers ranked by CSI score for service 2004-2009
Table 13: Retailers ranked by CSI score for ambience 2004-2009
Table 14: Retailers ranked by CSI score for facilities 2004-2009
Table 15: Retailers ranked by CSI score for layout 2004-2009
LIST OF FIGURES:
Figure 1: Yearly overall score comparatives, footwear and all retail 2004-2009
- About CSI
CHAPTER 2 SUMMARY OF FINDINGS
- Summary of Findings - Footwear
CHAPTER 3 SYNOPSIS AND COMPARATIVES
- 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 2008 and 2009
Table 2: CSI comparatives between footwear and all retail 2009
Table 3: Retailers ranked by overall CSI score 2004-2009
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 2004-2009
Table 9: Retailers ranked by CSI score for price 2004-2009
Table 10: Retailers ranked by CSI score for convenience 2004-2009
Table 11: Retailers ranked by CSI score for quality 2004-2009
Table 12: Retailers ranked by CSI score for service 2004-2009
Table 13: Retailers ranked by CSI score for ambience 2004-2009
Table 14: Retailers ranked by CSI score for facilities 2004-2009
Table 15: Retailers ranked by CSI score for layout 2004-2009
LIST OF FIGURES:
Figure 1: Yearly overall score comparatives, footwear and all retail 2004-2009
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