UK Consumer Satisfaction Index 2009: Sector Summary

Introduction

Verdict Research: 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 eight retailer sectors: clothing, DIY, electricals, food & grocery, footwear, homewares, music & video and personal care.

Highlights

John Lewis has retained the top spot in the 2009 Consumer Satisfaction Index. Despite its overall satisfaction score falling one point short of its record high in 2008, John Lewis maintains its considerable lead over all other retailers. The department store achieved particularly high scores in service, quality and facilities.

IKEA has gained an impressive three places on its 2008 position and is now ranked second. IKEA scores highly for facilities and layout, while performing strongly on product range. The retailer has benefited from the launch of its transactional website and is making improvements to its convenience credentials.

Amazon is third and is the only pureplay specialist in the top ten. Amazon provides an easy to use, well designed and innovative website, with a range of user-friendly features and a high level of customer service and flexible delivery options - reflected in its high facilities and convenience scores.

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.

CHAPTER 1 EXECUTIVE SUMMARY 6
About CSI 6
 

CHAPTER 2 SYNOPSIS 7
All Retail 7
 

CHAPTER 3 SUMMARY OF FINDINGS 8
Overall Scorings 8
Overall Ranking - All Retail 11
Winners Since Last Year - All Retail 13
Losers Since Last Year - All Retail 14
Summary of Findings - Range 15
Rankings for Range - All Retail 18
Summary of Findings - Price 20
Rankings for Price - All Retail 23
Summary of Findings - Convenience 25
Rankings for Convenience - All Retail 28
Summary of Findings - Quality 30
Rankings for Quality - All Retail 33
Summary of Findings - Service 35
Rankings for Service - All Retail 38
Summary of Findings - Ambience 40
Rankings for Ambience - All Retail 43
Summary of Findings - Facilities 45
Rankings for Facilities - All Retail 46
Summary of Findings - Layout 48
Rankings for Layout - All Retail 49
 

CHAPTER 4 ALL RETAIL AND INDIVIDUAL SECTORS OVERVIEW 51
Sector Overview - All Retail and Individual Sectors 51
 

List of Tables
Table 1: Highest scoring retailer overall and by factor 2008 and 2009 7
Table 2: Retailers ranked by overall CSI score 2009 11
Table 3: Retailers with the most significant gains in overall CSI score 2009 13
Table 4: Retailers with the most significant gains in overall CSI rank 2009 13
Table 5: Retailers with the most significant losses in overall CSI score 2009 14
Table 6: Retailers with the most significant losses in overall CSI rank 2009 14
Table 7: Retailers ranked by CSI score for range 2009 18
Table 8: Retailers ranked by CSI score for price 2009 23
Table 9: Retailers ranked by CSI score for convenience 2009 28
Table 10: Retailers ranked by CSI score for quality 2009 33
Table 11: Retailers ranked by CSI score for service 2009 38
Table 12: Retailers ranked by CSI score for ambience 2008 43
Table 13: Retailers ranked by CSI score for facilities 2009 46
Table 14: Retailers ranked by CSI score for layout 2009 49
 

List of Figures
Figure 1: Overall CSI scores for individual sectors and all retail 2009 51
Figure 2: Change in overall CSI score for individual sectors and all retail 2009 on 2008 52