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| Bricolage Et Jardinage > Etude de marché sectorielle |
| Consumer Satisfaction Index 2008: UK DIY |
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€ 2 604,00 |
Editeur
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Verdict |
Langue
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Anglais |
Date de publication : |
Janvier 2008 |
Taille du document : |
21 |
Autres informations : |
Description , Table des matières |
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| 38 pages | Janvier 2005 | Anglais
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diy,diy products,magazines,magazine
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market size and estimates,market outlook, |
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usa |
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| Présentation de l'étude de marché - Description & Table des matières |
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| Consumer Satisfaction Index 2008: UK DIY |
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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 (2003-2008).Includes ratings for eight performance metrics: price, range, quality, service, convenience, ambience, layout and facilities.Covers 5 leading DIY retailers B&Q, Homebase, Focus, Wickes and Wilkinson.
Highlights
A sharp improvement at Wickes makes it the DIY Consumer Satisfaction Index leader from third place a year ago. The main reason for this uplift is an increase in its rating for range where Wickes has jumped from fourth place to second.
B&Q slips to second position after four years ranked as number one. It should be noted however that B&Q's decline is mainly relative, with a satisfaction score only two points down on 2007. B&Q's score for range has held steady and remains far ahead of its nearest challenger.
High street generalist Wilkinson falls to third position. Wilkinson's key draw is its price positioning. In contrast to other factors, the retailer's score for price has strengthened over the year and is now 22 points clear of its nearest rival, Wickes.
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.
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TABLE OF CONTENTS
CHAPTER 1 EXECUTIVE SUMMARY 7
About CSI 7
CHAPTER 2 SUMMARY OF FINDINGS 8
Summary of Findings – DIY 8
CHAPTER 3 SYNOPSIS AND COMPARATIVES 10
Synopsis and Comparatives – DIY 10
CHAPTER 4 RANKINGS 12
Overall ranking – DIY 12
Winners since last year – DIY 13
Losers since last year – DIY 14
Ranking for range – DIY 15
Ranking for price – DIY 16
Ranking for convenience – DIY 17
Ranking for quality – DIY 18
Ranking for service – DIY 19
Ranking for ambience – DIY 20
Ranking for facilities – DIY 21
Ranking for layout – DIY 22
LIST OF TABLES
Table 1: Synopsis of highest scoring retailers overall and by factor 2007 and 2008 10
Table 2: CSI comparatives between DIY and all retail 2008 10
Table 3: Retailers ranked by overall CSI score 2003-2008 12
Table 4: Retailers with the most significant gains in overall CSI score in the past year 13
Table 5: Retailers with the most significant gains in overall CSI rank in the past year 13
Table 6: Retailers with the most significant losses in overall CSI score in the past year 14
Table 7: Retailers with the most significant losses in overall CSI rank in the past year 14
Table 8: Retailers ranked by CSI score for range 2003-2008 15
Table 9: Retailers ranked by CSI score for price 2003-2008 16
Table 10: Retailers ranked by CSI score for convenience 2003-2008 17
Table 11: Retailers ranked by CSI score for quality 2003-2008 18
Table 12: Retailers ranked by CSI score for service 2003-2008 19
Table 13: Retailers ranked by CSI score for ambience 2003-2008 20
Table 14: Retailers ranked by CSI score for facilities 2003-2008 21
Table 15: Retailers ranked by CSI score for layout 2003-2008 22
LIST OF FIGURES
Figure 1: Yearly overall score comparatives, DIY and all retail 2003-2008 11
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