Consumer Satisfaction Index 2008: UK Sector Summary

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 to win customers from them.

Report Highlights
John Lewis has regained the top spot in the 2008 Consumer Satisfaction Index. Having been nudged into second position last year by its sibling, Waitrose, John Lewis has increased its overall satisfaction score by 12 CSI points, giving it a considerable lead over all other retailers and the highest score ever attained in the Index. Although Waitrose has been displaced from its leading position, it takes second place in the Index with a highly respectable score. Waitrose is the only grocery player to make it into the top ten and it achieves a score that is some 34 CSI points higher than the next ranked grocery player, Aldi. The homewares specialist Dunelm follows in third place, up from eighth position last year. Shoppers rate the chain for the amount of choice available at its stores and for its keen prices. Dunelm offers consumers a comprehensive range of own-brand merchandise which helps differentiate it from other players in the homewares market.
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CHAPTER 1 EXECUTIVE SUMMARY 7
About CSI 7
CHAPTER 2 SUMMARY OF FINDINGS 8
Summary of findings – overall scorings 8
CHAPTER 3 SYNOPSIS 11
Synopsis – all retail 11
CHAPTER 4 OVERALL RANKING 12
Overall ranking – all retail 12
Winners since last year – all retail 14
Losers since last year – all retail 15
Summary of findings – range 16
Rankings for range – all retail 19
Summary of findings – price 21
Rankings for price – all retail 24
Summary of findings – convenience 26
Rankings for convenience – all retail 29
Summary of findings – quality 31
Rankings for quality – all retail 33
Summary of findings – service 35
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 5 SECTOR OVERVIEW – ALL RETAIL AND INDIVIDUAL SECTORS 49
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Table 1: Synopsis of highest scoring retailers, overall and by factor 2007 and 2008 11
Table 2: Retailers ranked by overall CSI score 2008 12
Table 3: Retailers with the most significant gains in overall CSI score in the past year 14
Table 4: Retailers with the most significant gains in overall CSI rank in the past year 14
Table 5: Retailers with the most significant losses in overall CSI score in the past year 15
Table 6: Retailers with the most significant losses in overall CSI rank in the past year 15
Table 7: Retailers ranked by CSI score for range 2008 19
Table 8: Retailers ranked by CSI score for price 2008 24
Table 9: Retailers ranked by CSI score for convenience 2008 29
Table 10: Retailers ranked by CSI score for quality 2008 33
Table 11: Retailers ranked by CSI score for service 2008 37
Table 12: Retailers ranked by CSI score for ambience 2008 41
Table 13: Retailers ranked by CSI score for facilities 2008 44
Table 14: Retailers ranked by CSI score for layout 2008 47
Figure 1: Overall CSI scores for individual sectors and all retail 2008 49
Figure 2: Change in overall CSI score for individual sectors and all retail 2008 on 2007 50
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