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 13 retailers including Aldi, Asda, Co-op Iceland, Kwik Save, Lidl, M&S, Morrison, Netto, Sainsbury, Somerfield, Tesco and WaitroseHighlightsWaitrose retains its crown as the dominant food & grocery retailer in Verdict's Consumer Satisfaction Index achieving the highest score in four of the eight categories.
The retailer obtained the highest CSI score of all UK retailers.
Not only has it retained its crown, but it has also scored 39 points more than its closest rival, Asda.
Sainsbury improves its position by two places, adding 21 points to its overall food & grocery CSI score.
Recording the fourth highest gain in points among the profiled retailers, Sainsbury has delivered a solid performance, with a score fractionally higher than market leader Tesco.
M&S has achieved a score over five times the average for quality, helping to lift it one place in the total food & grocery CSI ranking.
The retailer has achieved a score of 54 points for quality 44 higher than the average testament to its premium quality and service positioning.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.