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UK Consumer Satisfaction Index 2010: Personal Care

Published by: Verdict Research Ltd

Published: Jan. 19, 2010 - 22 Pages


Table of Contents


CHAPTER 1 ABOUT CSI
CHAPTER 2 SUMMARY OF FINDINGS
Summary of Findings - Personal care
CHAPTER 3 SYNOPSIS AND COMPARATIVES
Synopsis and Comparatives - Personal care
CHAPTER 4 RANKINGS
Overall ranking - Personal care
Winners since last year - Personal care
Losers since last year - Personal care
Ranking for range - Personal care
Ranking for price - Personal care
Ranking for convenience - Personal care
Ranking for quality - Personal care
Ranking for service - Personal care
Ranking for ambience - Personal care
Ranking for facilities - Personal care
Ranking for layout - Personal care
LIST OF TABLES
Table 1: Synopsis of highest scoring retailers overall and by factor 2009 and 2010
Table 2: CSI comparatives between personal care and all retail 2010
Table 3: Retailers ranked by overall CSI score 2005-2010
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 2005-2010
Table 9: Retailers ranked by CSI score for price 2005-2010
Table 10: Retailers ranked by CSI score for convenience 2005-2010
Table 11: Retailers ranked by CSI score for quality 2005-2010
Table 12: Retailers ranked by CSI score for service 2005-2010
Table 13: Retailers ranked by CSI score for ambience 2005-2010
Table 14: Retailers ranked by CSI score for facilities 2005-2010
Table 15: Retailers ranked by CSI score for layout 2005-2010
LIST OF FIGURES
Figure 1: Yearly overall score comparatives, personal care and all retail 2005-2010

Abstract

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 11 retailers including Alliance Boots, Asda, Tesco, Morrison, Sainsbury, Wilkinson, Avon, Superdrug, The Body Shop, Savers and Body Care.
Highlights

Asda has moved from second to first position, with its low price strategy maintaining its appeal. However, the retailer is weaker on quality remaining in eighth position with only a one point increase on its 2009 score. Asda's leading position is also driven by its convenience, allowing customers to combine personal care and grocery shopping.

Alliance Boots maintains its top position for range while scoring highly for service. In an increasingly price competitive market it uses its wide range and good level of customer service to differentiate itself. However, increasing competition has meant it has dropped from third position in 2009 to fourth position in 2010 in its overall ranking.

Despite dropping from seventh to eighth overall, Superdrug improved its score by seven points. The retailer has been concentrating on targeting a younger customer who tends to be more concerned by price, which is reflected by a five point increase on its price score. It has also has improved its quality score moving from ninth to fourth position.

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.


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