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.
- 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.
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