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UK Customer Satisfaction Index 2014 - Overall | Verdict Consumer Report

  • April 2014
  • -
  • GlobalData
  • -
  • 30 pages

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Summary
UK Consumer Satisfaction Index 2014 overall is based around individual retailers across a range of sectors 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 on an overall basis and assess how it has changed over the last six years (2009-2014).

- 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 across a number of sectors this year, highlighting those that pose the greatest threat to your business.

Synopsis
John Lewis has retained its crown atop Verdict's CSI, improving its score and widening the gap between itself and the retailer in second. Its focus on service continues to separate them from their competitors, where it also comes out on top and scores highly on quality as well, where it is second behind footwear specialists, Clarks.

Home specialists have taken second and third spot, with Dunelm taking silver and IKEA finishing in bronze. Dunelm has improved in six of the eight CSI metrics, standing out in range, where it finished fifth overall. Improved price perceptions for IKEA has enabled the Swedish retailer to gain 14 points to finish third this year.

Reasons To Buy
- What is driving satisfaction for different retailers in personal care? 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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