With opportunities for physical expansion limited and with more consumer choice than ever before, retailers need to retain as many of their existing customers as possible, while also winning as many new customers as they can.
To do these things they need to really understand what motivates customers, how customers see them and their competitors. Scope of this report * Scores customer satisfaction by retailer over six years (2001-2006) * Covers 10 retailers including Argos, Asda, Comet, Co-op, Currys, Dixons, John Lewis, PC World, Powerhouse, Tesco Research and analysis highlights 2006 marks the fourth consecutive year in which electricals specialists are outclassed by their non-specialist rivals. John Lewis further cements its position as the major electrical retailer with whom customers are most satisfied. Key reasons to read this report * Understand the weaknesses of your competitors' customer proposition that can be exploited to your advantage. * Identify the preferences of your shoppers and how successful you are in delivering on them to help you retain your customers. * Independently track how strategies and management policy are affecting or influencing customer satisfaction.