UK Consumer Satisfaction Index 2011 Clothing

Report Summary

Verdict Research – UK Consumer Satisfaction Index 2011 for clothing 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.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 facilitiesIdentifies the biggest CSI winners and losers in clothing this yearMarks & Spencer has managed to hold onto the overall top spot – achieved due to its high score for quality – with a CSI score of 163 this year, placing it four points above its nearest competitor John Lewis. For six consecutive years M&S has achieved the highest score for quality over its clothing competitors.The clothing retailers with the most significant gains this year are TK Maxx and River Island. TK Maxx's score has been driven primarily by improvements made to the convenience of accessing its products through new stores and selling more clothing online, while River Island's gains have been driven by higher scores for range, service and quality.Range and quality remain weak areas for Asda and Tesco, with Tesco ranking bottom for both performance metrics. However, they rank highly for convenience and are placed above average in terms of price.Identify the preferences of shoppers and how successful retailers are in delivering on them to help retain customersUnderstand the weaknesses of competitors' customer propositions and exploit them to your advantageIndependently track how strategies and management policy are affecting or influencing customer satisfaction

TABLE OF CONTENTS

Chapter 1 Executive Summary 5
About CSI 5

Chapter 2 Summary of Findings 6
Summary of findings - clothing 6
Marks & Spencer stays on top as the overall clothing market leader, driven by its quality credentials 6
John Lewis takes second spot from JJB Sports, while H&M moves up one place to third position 6
TK Maxx and River Island make the most significant score gains 6
Range and quality remain weak areas for Asda and Tesco 6
Primark remains the clothing leader in terms of price, ranking in first position for six consecutive years 7
Dorothy Perkins' store environment scores highly with customers 7

Chapter 3 Synopsis and Comparatives 8
Synopsis and comparatives - clothing 8

Chapter 4 Rankings 10
Overall ranking – clothing 10
Winners since last year – clothing 11
Losers since last year – clothing 12
Rankings for range – clothing 13
Rankings for price – clothing 14
Rankings for convenience – clothing 15
Rankings for quality – clothing 16
Rankings for service – clothing 17
Rankings for ambience – clothing 18
Rankings for facilities – clothing 19
Rankings for layout – clothing 20

TABLE OF FIGURES

Figure 1: Yearly overall score comparatives, clothing and all retail 2006-2011 9

TABLE OF TABLES

Table 1: Clothing highest scoring retailers overall and by factor 2010 & 2011 8
Table 2: CSI comparatives between clothing and all retail 2011 8
Table 3: Retailers ranked by overall CSI score 2006-2011 10
Table 4: Clothing retailers with the most significant gains in overall CSI score 2011 11
Table 5: Retailers with the most significant gains in CSI ranking in clothing 2011 11
Table 6: Clothing retailers with the most significant losses in overall CSI score 2011 12
Table 7: Retailers with the most significant losses in CSI ranking in clothing 2011 12
Table 8: Retailers ranked by CSI score for range 2006-2011 13
Table 9: Retailers ranked by CSI score for price 2006-2011 14
Table 10: Retailers ranked by CSI score for convenience 2006-2011 15
Table 11: Retailers ranked by CSI score for quality 2006-2011 16
Table 12: Retailers ranked by CSI score for service 2006-2011 17
Table 13: Retailers ranked by CSI score for ambience 2006-2011 18
Table 14: Retailers ranked by CSI score for facilities 2006-2011 19
Table 15: Retailers ranked by CSI score for layout 2006-2011 20