UK Consumer Satisfaction Index 2011 Homewares

• Publication date: March 2011

Verdict Research – UK Consumer Satisfaction Index 2011 for homewares is based around individual retailers and provides a highly detailed, data-rich overview of a retailer's customers, drawing on a nationwide survey of 6,000 shoppers each year.Measures and ranks customer satisfaction for all significant retailers in the sector over six years (2006-2011)...

Verdict Research – UK Consumer Satisfaction Index 2011 for homewares is based around individual retailers and provides a highly detailed, data-rich overview of a retailer's customers, drawing on a nationwide survey of 6,000 shoppers each year.Measures and ranks customer satisfaction for all significant retailers in the sector over six years (2006-2011)Includes ratings for eight performance metrics: price, range, quality, service, convenience, ambience, layout and facilitiesIdentifies the biggest CSI winners and losers in homewares this yearAfter dropping back from second place to sixth place in last year's survey, IKEA has returned to second position again, with the retailer also achieving the second most significant increases in CSI score. For the second consecutive year, IKEA is ranked number one for range, with the retailer offering a great variety of homewares products.TJ Hughes has seen the greatest improvement in score and ranking this year, up from 11th to sixth position. Out of the eight satisfaction ratings, TJ Hughes has improved its position in five of them, but lost out on quality, service and facilities. Range and price are where the retailer has been most successful in the survey this year.Asda's success is partly down to its convenience, in which it has gained one position to take fourth place. Its range ranking has also improved this year from 11th to ninth position and while it remains below the average, over the long term this should be further boosted by its plans to expand its Asda Living format.Identify the preferences of shoppers and how successful retailers are in delivering on them to help retain customersUnderstand the weaknesses of competitors' customer propositions and exploit them to your advantageIndependently track how strategies and management policy are affecting or influencing customer satisfaction

Gasoline Stations Industry in the United Kingdom

Executive Summary
About CSI
SUMMARY OF FINDINGS
Summary of findings - homewares
John Lewis comes top for fourth consecutive year
IKEA jumps from sixth to take second place
Dunelm Mill loses one place - but remains in the top three
Asda holds on to fourth position and remains the highest ranked grocer
Argos loses two places, but maintains strong performance in convenience and service
TJ Hughes makes biggest gains
M&S loses out on top position for quality - for the first time in over five years
TK Maxx makes its first appearance, coming in eighth position overall
Debenhams gains one place - in ninth this year
Despite an increasing focus on non-food, Sainsbury's drops one place to tenth
Tesco sees the second most significant drop in CSI ranking this year
Wilkinson sees biggest fall as it declines from seventh place to 12th
Matalan falls in ranking for second year running
Homebase falls further - now in 14th position
Next is last in the survey
SYNOPSIS AND COMPARATIVES
Synopsis and comparatives - homewares
RANKINGS
Overall ranking – homewares
Winners since last year – homewares
Losers since last year – homewares
Rankings for range – homewares
Rankings for price – homewares
Rankings for convenience – homewares
Rankings for quality – homewares
Rankings for service – homewares
Rankings for ambience – homewares
Rankings for facilities – homewares
Rankings for layout – homewares