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 17 retailers including Asda, Barratts, Brantano, Clarks, Debenhams, JJB, M&S, Matalan, New Look, Next, Schuh, Shoe Express and Shoe Zone.HighlightsMarks & Spencer has displaced Matalan to take the highest overall ranking in footwear, and leads in service, quality and layout.
In line with the recovery in its sales performance, Marks & Spencer has increased satisfaction among its shoppers significantly over the last year, gaining 40 CSI points.
JD Sports has achieved the highest advancement in CSI footwear ranking this year, moving up from thirteenth to second place and is the biggest winner in footwear CSI scores, gaining 62 points.
Barratts is the main loser in CSI ranking in 2007 and the second largest loser in CSI points.
dropping 10 places to 17th in overall customer satisfaction.
Despite losing on most measures it made a small gain for range, showing the introduction of more fashionable product has been appreciated.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.