UK Consumer Satisfaction Index 2011 Sector Summary

Introduction

UK Consumer Satisfaction Index 2011 for all retail 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

• Measures and ranks customer satisfaction for all significant retailers in the sector over six years (2006-2011).
  
• Includes ratings for eight performance metrics: price, range, quality, service, convenience, ambience, layout and facilities.
  
• Identifies the biggest CSI winners and losers across all retail sectors for this year.
  

Highlights

John Lewis is the UK's favourite retailer for the fourth year in a row. Customers continue to value the transparency of its offer, the outstanding customer service it provides and, despite not having an offer centred on price, its value for money.
With an overall position of second and an increase of 28 points in 2011, range continues to drive the bulk of customer satisfaction for IKEA. This is a reflection not only of its wide selection of furniture and homewares, but also the expertise it has in effectively displaying the vast array of products held instore through the use of roomsets.
With Waitrose first and Marks & Spencer, Clarks and John Lewis second, third and fourth respectively, the Top Four retailers ranked for quality have not changed for the last four years. However, all Top Four quality scores declined in 2011.

Your key questions answered

• Allows you to gain a cross sector overview highlighting best practice across the industry as well as valuable insight into shopper preferences.
  
• Enables you to quantify and understand the weaknesses of competitors' customer propositions and exploit them to your advantage.
  
• Use CSI Overall to indepe
  

Table Of Contents

Executive Summary
About CSI

SYNOPSIS AND COMPARATIVES
Synopsis and comparatives – All Retail

SUMMARY OF FINDINGS
Summary of findings – All retail
John Lewis still number one
Range drives strong increase for IKEA
Marks & Spencer needs to enhance the variety of attributes driving customer loyalty

RANKINGS
Overall ranking – All retail Top 24
Winners since last year – All retail
Losers since last year – All retail
Range – summary of findings
Range remains a key source of custom, particularly in the clothing and footwear sectors
Office's sharp trend focus and strong target audience empathy make it number one for range
Product exclusivity drives range increases for Footlocker while online proves key for H&M
Grocers continue to struggle with range, as even one out of stock item has big consequences
Rankings for range – All retail
Price – summary of findings
Primark's stringent cost control remains the envy of value retailers
Top 10 price-ranked retailers show little continuity from 2010, as shoppers seeking value shop around
Clothing retailers struggle to meet the demands of value-driven shoppers
Rankings for price – All retail
Convenience – summary of findings
iTunes leads the way for convenience
Large chains and increased shopping online ensure grocers maintain presence in Top 10
Convenience not a critical sales driver for clothing retailers
Rankings for convenience – All retail
Quality – summary of findings
Waitrose' consistent quality of produce retains the number one spot
Quality score declined in 2011
Value for money key
Rankings for quality – All retail
Service – summary of findings
John Lewis continues to set the pace for service
Waitrose also improves
Service increases in importance for shoppers but clothing retailers struggle to match demand
Rankings for service – All retail
Ambience – summary of findings
Waitrose store environment secures crown for ambience for fifth year in a row
Dunelm Mill sets the benchmark for homewares and sees dramatic gains as a result
Store environment grows in importance for retail across wider range sectors
Rankings for ambience – All retail
Facilities – summary of findings
Alliance Boots' facilities keep it at number one, though grocers pose a growing threat
Online facilities will increasingly influence shopping behaviour
Innovation in fast moving fashion-led sectors remains key
Rankings for facilities – All retail
Layout – summary of findings
Layout of grocery stores evokes strong customer affinity
Clarity of offer key to strong layout
Rankings for layout – All retail

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