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 significant retailers in the sector over six years (2002-2007) Includes ratings for eight performance metrics: price, range, quality, service, convenience, ambience, layout and facilities Covers seven retailers including Argos, Asda, Comet, Currys, Curry.digital, John Lewis and TescoHighlightsFor the third consecutive year, John Lewis retains the top spot overall with a total CSI score of 171 points 41 points above the average.
The department store operator achieved the highest score in four of the eight categories quality, service, ambience and facilities.
Improved ranges, product quality and service have helped Currys deliver a much improved performance.
Gaining 14 points this year, Currys has moved up three places to fourth position overall.
Despite its weak overall electricals CSI score, Tesco still scores highly across a number of key aspects.
Tesco has improved its ratings for quality and layout after extending its product ranges to cover middle to upper price points.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.