Introduction

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.

Scope

Measures and ranks customer satisfaction for all significant retailers in the sector over six years (2002-2007) Includes ratings for eight performance metrics: price, range, quality, service, convenience, ambience, layout and facilities Covers eight retailer sectors: clothing, DIY, electricals, food & grocery, footwear, homewares, music & video and personal care

Highlights

Waitrose tops the rankings in the 2007 Consumer Satisfaction Index, after one year in second place. In gaining the top spot, Waitrose has narrowly overtaken its sister fascia and last year's winner, John Lewis, the department store operator. Amazon follows in fourth place, up from sixth in 2006. Amazon leads the rankings on facilities, no doubt testament to the success of its transactional website, while on convenience the retailer is the highest ranked pure play retailer. On the key question of service, Amazon is ranked a highly respectable fifth. Ninth placed clothing retailer Primark has climbed into the Top 10 for the first time in 2007. Primark is becoming a key player in the UK clothing market. Over the past five years it has moved from being a family value operator, mainly situated in secondary locations, to become a major operator on the high street.

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 that can be exploited to your advantage. Independently track how strategies and management policy are affecting or influencing customer satisfaction.

TABLE OF CONTENTS
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 13
Losers since last year – all retail 13
Summary of findings – range 13
Rankings for range – all retail 13
Summary of findings – price 13
Rankings for price – all retail 13
Summary of findings – convenience 13
Rankings for convenience – all retail 13
Summary of findings – quality 13
Rankings for quality – all retail 13
Summary of findings – service 13
Rankings for service – all retail 13
Summary of findings – ambience 13
Rankings for ambience – all retail 13
Summary of findings – facilities 13
Rankings for facilities – all retail 13
Summary of findings – layout 13
Rankings for layout – all retail 13
CHAPTER 5 SECTOR OVERVIEW – ALL RETAIL AND INDIVIDUAL SECTORS 13


LIST OF TABLES
Table 1: Synopsis of highest scoring retailers, overall and by factor 2006 and 2007 11
Table 2: Retailers ranked by overall CSI score 2002-2007 12
Table 3: Retailers with the most significant gains in overall CSI score in the past year 13
Table 4: Retailers with the most significant gains in overall CSI rank in the past year 13
Table 5: Retailers with the most significant losses in overall CSI score in the past year 13
Table 6: Retailers with the most significant losses in overall CSI rank in the past year 13
Table 7: Retailers ranked by CSI score for range 2002-2007 13
Table 8: Retailers ranked by CSI score for price 2002-2007 13
Table 9: Retailers ranked by CSI score for convenience 2002-2007 13
Table 10: Retailers ranked by CSI score for quality 2002-2007 13
Table 11: Retailers ranked by CSI score for service 2002-2007 13
Table 12: Retailers ranked by CSI score for ambience 2002-2007 13
Table 13: Retailers ranked by CSI score for facilities 2002-2007 13
Table 14: Retailers ranked by CSI score for layout 2002-2007 13


LIST OF FIGURES
Figure 1: Overall CSI scores for individual sectors and all retail 2007 13
Figure 2: Change in overall CSI score for individual sectors and all retail 2007 on 2006 13