UK Consumer Satisfaction Index 2010: Sector Summary

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 the highest ranked retailers for each of these performance metrics including John Lewis, Marks & Spencer and Tesco.

Highlights

John Lewis has retained top ranking overall in the 2010 Consumer Satisfaction Index. The department store achieved particularly high scores for service, quality, ambience and facilities. However, other retailers are catching up and the gap between first and second place has fallen from 26 points in 2009 to just seven points this year.

Amazon has climbed to second overall, an increase of one place on its 2009 ranking. Amazon provides an easy to use, well designed and innovative website, with a range of user-friendly features and a high level of customer service and flexible delivery options - reflected in its high scores for facilities and convenience.

The retailer in third place is Play.com, which has climbed two places from its 2009 ranking of fifth. Play.com ranked second for service and finished in the top ten for convenience, facilities and price. It has also experienced a rise in its score for range, reflecting expansion of its product offer and the launch of DRM-free downloads in 2008.

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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CHAPTER 1 EXECUTIVE SUMMARY 6
About CSI 6
CHAPTER 2 SYNOPSIS 7
All Retail 7
CHAPTER 3 SUMMARY OF FINDINGS 8
Overall Scorings 8
Overall Ranking - All Retail 11
Winners Since Last Year - All Retail 13
Losers Since Last Year - All Retail 14
Summary of Findings - Range 15
Rankings for Range - All Retail 18
Summary of Findings - Price 20
Rankings for Price - All Retail 23
Summary of Findings - Convenience 25
Rankings for Convenience - All Retail 28
Summary of Findings - Quality 30
Rankings for Quality - All Retail 32
Summary of Findings - Service 34
Rankings for Service - All Retail 37
Summary of Findings - Ambience 39
Rankings for Ambience - All Retail 41
Summary of Findings - Facilities 43
Rankings for Facilities - All Retail 44
Summary of Findings - Layout 46
Rankings for Layout - All Retail 47
CHAPTER 4 ALL RETAIL AND INDIVIDUAL SECTORS OVERVIEW 49
Sector Overview - All Retail and Individual Sectors 49

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List of Tables
Table 1: Highest scoring retailer overall and by factor 2009 and 2010 7
Table 2: Retailers ranked by overall CSI score 2010 11
Table 3: Retailers with the most significant gains in overall CSI score 2010 13
Table 4: Retailers with the most significant gains in overall CSI rank 2010 13
Table 5: Retailers with the most significant losses in overall CSI score 2010 14
Table 6: Retailers with the most significant losses in overall CSI rank 2010 14
Table 7: Retailers ranked by CSI score for range 2010 18
Table 8: Retailers ranked by CSI score for price 2010 23
Table 9: Retailers ranked by CSI score for convenience 2010 28
Table 10: Retailers ranked by CSI score for quality 2010 32
Table 11: Retailers ranked by CSI score for service 2010 37
Table 12: Retailers ranked by CSI score for ambience 2010 41
Table 13: Retailers ranked by CSI score for facilities 2010 44
Table 14: Retailers ranked by CSI score for layout 2010 47
List of Figures
Figure 1: Overall CSI scores for individual sectors and all retail 2010 49
Figure 2: Change in overall CSI score for individual sectors and all retail 2010 on 2009 50

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