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  4. > UK Customer Satisfaction Index 2014 Food and Grocery | Verdict Consumer Report

Summary
UK Customer Satisfaction Index 2014 for food and grocery 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 food and grocery this year, highlighting those that pose the greatest threat to your business.

Synopsis
While 2013 marked a turning point in the grocery sector, with discount grocer Aldi within a hair's breadth of upmarket Waitrose, in 2014 we have seen the latter open up a sizeable gap of 19 points. Waitrose has topped the rankings for range, quality, service, ambience and layout.

The Co-op group has achieved the lowest score in this year's grocery CSI, as well as the lowest score out of all retailers across all sectors. While the profile of the retailer's estate, geared toward smaller-format stores and top-up shopping, does not lend itself well to loyalty, there are areas where the retailer should perform far better.

Satisfaction among grocery shoppers in general has declined in 2014, with the average score falling from 118 in 2013 to 117 in 2014. While the drop is small, it represents the second consecutive year of decline in the sector as shoppers become more fickle and less loyal to one particular retailer.

Reasons To Buy
- What is driving satisfaction for different retailers in food and grocery? 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 customers' eyes? What impact is the economy having on drivers of satisfaction?

Table Of Contents

UK Customer Satisfaction Index 2014 Food and Grocery | Verdict Consumer Report
Table of Contents
1 Overview
2 Executive Summary
2.1 About CSI
3 Summary of Findings - Food and Grocery
3.1 Waitrose retains its crown and opens the gap to Aldi
3.2 The Co-op comes bottom in all retail
3.3 Grocery satisfaction declines, but not as much as overall
3.4 Market leader sees improvement but remains second last
3.5 Gap between the best and the worst expands
4 Synopsis and Comparatives
4.1 Food and grocery
5 Rankings
5.1 Overall ranking - food and grocery
5.2 Winners since last year - food and grocery
5.3 Losers since last year - food and grocery
5.4 Rankings for range - food and grocery
5.5 Rankings for price - food and grocery
5.6 Rankings for convenience - food and grocery
5.7 Rankings for quality - food and grocery
5.8 Rankings for service - food and grocery
5.9 Rankings for ambience - food and grocery
5.1 Rankings for facilities - food and grocery
5.11 Rankings for layout - food and grocery
6 Methodology
6.1 About CSI
7 Appendix
7.1 About Verdict Retail
7.2 Disclaimer

List of Tables
Table 1: Food and grocery highest scoring retailers overall and by factor, 2013 and 2014
Table 2: CSI comparatives between food and grocery and all retail, 2014
Table 3: Food and grocery retailers ranked by overall CSI score, 2014
Table 4: Food and grocery retailer with the most significant gains in overall CSI score, 2014
Table 5: Food and grocery retailer with the most significant losses in overall CSI score, 2014
Table 6: Food and grocery retailers ranked by latest CSI score for range, 2009-14
Table 7: Food and grocery retailers ranked by latest CSI score for price, 2009-14
Table 8: Food and grocery retailers ranked by latest CSI score for convenience, 2009-14
Table 9: Food and grocery retailers ranked by latest CSI score for quality, 2009-14
Table 10: Food and grocery retailers ranked by latest CSI score for service, 2009-14
Table 11: Food and grocery retailers ranked by latest CSI score for ambience, 2009-14
Table 12: Food and grocery retailers ranked by latest CSI score for facilities, 2009-14
Table 13: Food and grocery retailers ranked by latest CSI score for layout, 2009-14

List of Figures
Figure 1: Gap between the best and the worst UK grocer, 2009-14
Figure 2: Yearly average score comparatives, food and grocery and all retail, 2009-14

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