IntroductionVerdict 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.ScopeMeasures and ranks customer satisfaction for all key retailetrs in the sector over six years (2002-2007) Covers 25 retailers including Asda, Bhs, Debenhams, Dorothy Perkins, John Lewis, M&S, Matalan, New Look, Next, Primark, Tesco, TK Maxx and TopShop.
Includes ratings for eight performance metrics: price, range, quality, service, convenience, ambience, layout and facilities.HighlightsJohn Lewis has come from nowhere to rank first in clothing overall taking the lead in range, service, ambience and facilities.
Newly included in the survey this year, H&M takes fourth posiion among clothing retailers.
Its score is well ahead of New Look which is one of the Top Five losers this year.
Marks & Spencer is still in top spot for quality but lost out on service this year to John Lewis.
The department store's expansion plans pose a threat to M&S.Reasons to PurchaseIdentify 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.