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Consumer Satisfaction Index 2008: UK Clothing

Published by: Verdict Research Ltd

Published: Jan. 10, 2008 - 23 Pages


Table of Contents


CHAPTER 1 EXECUTIVE SUMMARY
About CSI
CHAPTER 2 SUMMARY OF FINDINGS
Summary of Findings - Clothing
CHAPTER 3 SYNOPSIS AND COMPARATIVES
Synopsis and Comparatives - Clothing
CHAPTER 4 RANKINGS
Overall ranking - Clothing
Winners since last year - Clothing
Losers since last year - Clothing
Ranking for range - Clothing
Ranking for price - Clothing
Ranking for convenience - Clothing
Ranking for quality - Clothing
Ranking for service - Clothing
Ranking for ambience - Clothing
Ranking for facilities - Clothing
Ranking for layout - Clothing
LIST OF TABLES
Table 1: Synopsis of highest scoring retailers overall and by factor 2007 and 2008
Table 2: CSI comparatives between clothing and all retail 2008
Table 3: Retailers ranked by overall CSI score 2003-2008
Table 4: Retailers with the most significant gains in overall CSI score in the past year
Table 5: Retailers with the most significant gains in overall CSI rank in the past year
Table 6: Retailers with the most significant losses in overall CSI score in the past year
Table 7: Retailers with the most significant losses in overall CSI rank in the past year
Table 8: Retailers ranked by CSI score for range 2003-2008
Table 9: Retailers ranked by CSI score for price 2003-2008
Table 10: Retailers ranked by CSI score for convenience 2003-2008
Table 11: Retailers ranked by CSI score for quality 2003-2008
Table 12: Retailers ranked by CSI score for service 2003-2008
Table 13: Retailers ranked by CSI score for ambience 2003-2008
Table 14: Retailers ranked by CSI score for facilities 2003-2008
Table 15: Retailers ranked by CSI score for layout 2003-2008
LIST OF FIGURES
Figure 1: Yearly overall score comparatives, clothing and all retail 2003-2008


Abstract

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 24 leading clothing retailers including Marks & Spencer, Debenhams, River Island, Burton, New Look, Primark, TK Maxx and Tesco.

Highlights

John Lewis maintains its lead as overall winner. Despite losing its previous top rankings in range, service, ambience and layout to rival department stores House of Fraser and Debenhams, its high score in range, quality and service have contributed to its overall lead. Low price credentials help H&M secure second place in this year's report. Moving up one place, H&M now collects the silver accolade, boosted primarily by its low price commitment that has seen the retailer beat both Asda and TK Maxx. Despite Asda admitting its George clothing range has lost momentum the retailer achieves this year's bronze medal. The retailer performed particularly well for the attributes of price and convenience, and also beat the average for service outperforming its closest grocery and value-led rivals on these key metrics.

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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