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UK Customer Satisfaction Index 2014 Footwear| Verdict Consumer Report

  • April 2014
  • -
  • GlobalData
  • -
  • 22 pages

Summary

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Summary
UK Customer Satisfaction Index 2014 for footwear 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.

Key Findings
- Measure and rank your performance in customer satisfaction in the sector and assess how this has changed using six years of history (2009-14).

- Includes ratings for price, range, quality, service, convenience, ambience, layout, and facilities. Use these to understand strengths and weaknesses.

- Identifies the biggest CSI winners and losers in footwear this year, highlighting those that pose the greatest threat to your business

Synopsis
Matalan has broadened its awareness as a fashion player by increasing its presence on social media and collaborating with famous designers such as Phillip Armstrong - aiding a growth in score for range. However, the retailer should now focus on becoming a go to destination for affordable fashion-led footwear by engaging more with its shoppers.

Hotter has achieved the highest footwear CSI score for range - 5 points above rival Brantano. As the proportion of those in the 50+ age bracket rises, these consumers are becoming a more important purchasing group for retailers to target, and Hotter's offer of accessibly priced comfort footwear allows it to capitalise on these untapped customers.

Primark has secured the lead position for price satisfaction among its customers, though this has fallen by 17 points since 2013 to 65. It has introduced higher priced fashion-led products, such as ankle boots and stilettos, a likely cause behind its score slipping; so it must emphasise the value for money these higher priced items provide.

Reasons To Buy
- What is driving satisfaction for different retailers in footwear? Which retailers have improved the most?

- What are your competitors' strengths and weaknesses and how can you exploit them by adapting your own strategies?

- How are drivers of satisfaction changing in terms of importance in the consumers' eyes? What impact is the economy having on drivers of satisfaction?

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