UK Consumer Satisfaction Index 2011 Electricals

• Publication date: March 2011

Verdict 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 in order to win customers from them....

Verdict 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 in order to win customers from them.Consumer satisfaction scores for top electricals retailers in areas such as range, convenience, price, quality, service, ambience, layout & facilitiesWinners and losers year-on-year in rankings against competitors and overall CSI scoresConsumer satisfaction scores in electricals, compared to overall retail satisfaction scoresHistoric data, so trends can be analysed over a five year periodFor the sixth consecutove year, John Lewis is the UK's favourite retailer for electricals. The main driver behind this consistently strong performance is its excpetional levels of customer service which is at the centre of its offer. It has improved its service score by 12 points on last year and is more than double that of the retailer in second.Dixons.co.uk is 2010's biggest winner, increasing its overall score by 49 points and rising to fourth. The main drivers behind this uplift have been improvements to its range and convenience score which grew by 39 and 14 points respectively. However, its score for price fell sharply due to customers being able to compare prices between websites.Argos has fallen the furthest in 2010, dropping four places to seventh. Factors behind this include lower scores for conveneince, as competitors have copied its click and collect offer, and range. As Argos has increased the number of lines it stocked, it has become harder for its core customer to shop and less relevant.The results of the CSI are based solely on consumer research of over 6,000 respondents designed to be representative of all adults in Great BritainUse this report to understand which retailer is succeeding in satisfying its customers and in what areasChannel investment for maximum return by knowing which aspects of your retail proposition most need improving in the opinion of your customers

Gasoline Stations Industry in the United Kingdom

Executive Summary
About CSI
SUMMARY OF FINDINGS
Summary of findings - electricals
John Lewis retains top spot for the seventh straight year despite sharp declines in areas of its offer
Asda's score has improved significantly as it rises to second
Amazon has fallen from second to third
Dixons.co.uk is this year's biggest winner
PC World is another retailer which has seen a significant uplift in its score
Comet has also experienced a double-digit uplift on last year
Argos' score has fallen the furthest out of all profiled retailers
Tesco has fallen by one position despite improving its score by two points
Currys has finished bottom after failing to improve upon its score
SYNOPSIS AND COMPARATIVES
Synopsis and comparatives - electricals
RANKINGS
Overall ranking – electricals
Winners since last year – electricals
Losers since last year – electricals
Rankings for range – electricals
Rankings for price – electricals
Rankings for convenience – electricals
Rankings for quality – electricals
Rankings for service – electricals
Rankings for ambience – electricals
Rankings for facilities – electricals
Rankings for layout – electricals