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 all retailers in the index, giving a cross sector picture of customer satisfaction Research and analysis highlights TK Maxx, the retailer that sells 'labels for less' is ranked third, due to its loyal, mainly female, customer base who shop it regularly. Virgin slides down the table, dragged down by a poor convenience score and a price score 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