UK Consumer Satisfaction Index 2010: Electricals

Introduction

Verdict Research: During a recession, with consumer confidence at a low ebb, keeping your customers satisfied and retaining them is vital for survival. 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 (2005-2010).

*Includes ratings for eight performance metrics: price, range, quality, service, convenience, ambience, layout and facilities.

*Covers ten retailers including Amazon, Argos, Asda, Comet, Currys, Dixons.co.uk, eBay, John Lewis, PC World and Tesco

Highlights

John Lewis continues its dominance of the UK electricals market. It scores highly for layout, facilities and ambience, but it the fact that its ratings for quality and service are so far ahead of the competition that secures it the number one spot.

Argos has risen back to its highest position since 2007. The retailer's multichannel model sees it score well for convenience, range and facilities. Though a non-specialist, Argos' offer is increasingly comprehensive, through its growing catalogue and website and it satisfies its customers more on range than many of its specialist rivals.

Asda has fallen to its lowest rating since 2001. The retailer's strong rating for price ensures it remains in the top ten, but it scores below average in every other measure bar layout. Having only scored below average for one criteria, service, in 2009, this is a disappointing result for the grocer.

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 them to your advantage.

*Independently track how strategies and management policy are affecting or influencing customer satisfaction.


Report Highlights

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TABLE OF CONTENTS
CHAPTER 1 EXCUTIVE 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



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LIST OF TABLES
Table 1: Electricals highest scoring retailers overall and by factor 2009 & 2010 10
Table 2: CSI comparatives between electricals and all retail 2010 10
Table 3: Retailers ranked by overall CSI score 2005-2010 12
Table 4: Electricals retailers with the most significant gains in overall CSI score 2010 13
Table 5: Retailers with the most significant gains in CSI ranking in electricals 2010 13
Table 6: Electricals retailers with the most significant losses in overall CSI score 2010 14
Table 7: Retailers with the most significant losses in CSI ranking in electricals 2010 14
Table 8: Retailers ranked by CSI score for range 2005-2010 15
Table 9: Retailers ranked by CSI score for price 2005-2010 16
Table 10: Retailers ranked by CSI score for convenience 2005-2010 17
Table 11: Retailers ranked by CSI score for quality 2005-2010 18
Table 12: Retailers ranked by CSI score for service 2005-2010 19
Table 13: Retailers ranked by CSI score for ambience 2005-2010 20
Table 14: Retailers ranked by CSI score for facilities 2005-2010 21
Table 15: Retailers ranked by CSI score for layout 2005-2010 22


LIST OF FIGURES
Figure 1: Yearly overall score comparatives, electricals and all retail 2005-2010 11
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