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.
Features and benefits
- 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
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
Your key questions answered
- 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?