UK Consumer Satisfaction Index 2009 Electricals

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 in order 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 9 retailers including Amazon, Argos, Asda, Comet, Currys, Dixons.com, eBay, John Lewis and Tesco.

Highlights

Despite John Lewis' score dipping two points, the retailer has comfortably achieved the highest score for an impressive fifth consecutive year. John Lewis satisfies its core customers across a number of aspects. As well as heading its peers in the key areas of quality and service, the retailer ranks second for range, layout and facilities.

Amazon is one of two pureplay online retailers to burst into this year's ranking, taking third place. The convenience of e-shopping and Amazon's wide choice of delivery services sees it achieve first place in convenience and second place for service, whereas its well designed and easy to navigate website sees it also come top for facilities.

Currys achieves top spot for range. However, the retailer's failure to achieve above average for any other criterion means it only ranks in seventh place overall, slightly below average.

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

TABLE OF CONTENTS

CHAPTER 1 EXECUTIVE SUMMARY 6
About CSI 6

CHAPTER 2 SUMMARY OF FINDINGS 7
Summary of Findings – Electricals 7

CHAPTER 3 SYNOPSIS AND COMPARATIVES 10
Synopsis and Comparatives – Electricals 10

CHAPTER 4 RANKINGS 12
Overall ranking – Electricals 12
Winners since last year – Electricals 13
Losers since last year – Electricals 14
Ranking for range – Electricals 15
Ranking for price – Electricals 16
Ranking for convenience – Electricals 17
Ranking for quality – Electricals 18
Ranking for service – Electricals 19
Ranking for ambience – Electricals 20
Ranking for facilities – Electricals 21
Ranking for layout – Electricals 22

LIST OF TABLES
Table 1: Synopsis of highest scoring retailers overall and by factor 2008 and 2009 10
Table 2: CSI comparatives between electricals and all retail 2009 10
Table 3: Retailers ranked by overall CSI score 2004-2009 12
Table 4: Retailers with the most significant gains in overall CSI score in the past year 13
Table 5: Retailers with the most significant gains in overall CSI rank in the past year 13
Table 6: Retailers with the most significant losses in overall CSI score in the past year 14
Table 7: Retailers with the most significant losses in overall CSI rank in the past year 14
Table 8: Retailers ranked by CSI score for range 2004-2009 15
Table 9: Retailers ranked by CSI score for price 2004-2009 16
Table 10: Retailers ranked by CSI score for convenience 2004-2009 17
Table 11: Retailers ranked by CSI score for quality 2004-2009 18
Table 12: Retailers ranked by CSI score for service 2004-2009 19
Table 13: Retailers ranked by CSI score for ambience 2004-2009 20
Table 14: Retailers ranked by CSI score for facilities 2004-2009 21
Table 15: Retailers ranked by CSI score for layout 2004-2009 22


LIST OF FIGURES
Figure 1: Yearly overall score comparatives, electricals and all retail 2004-2009 11