UK Consumer Satisfaction Index 2012 Electricals | Verdict Consumer Report

• Publication date: May 2012
• Report size: 19 pages

UK Consumer Satisfaction Index 2012 for electricals 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.Measure and rank your performance in customer satisfaction in the sector and assess how this has changed using six years of history (2007â€...

UK Consumer Satisfaction Index 2012 for electricals 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.Measure and rank your performance in customer satisfaction in the sector and assess how this has changed using six years of history (2007–12).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 electricals this year, highlighting those that pose the greatest threat to your business.Amazon has recorded a marginal decline of three points in its overall score of 163. However, this is enough to regain second place, having dipped to third last time, thanks to Asda’s fall from second to seventh place.As was the case in 2011, Comet and Currys have posted the two highest scores for range at 44 and 40 points respectively. As specialists, the two retailers are able to dedicate their entire estates' floorspace to electricals, allowing them to stock a wider range of items.Asda has yet again come out top for price, despite a drop of nine points to 62. However, the strength of its price-oriented strategy may have obscured other attributes.What is driving satisfaction for different retailers in electricals? 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?

Gasoline Stations Industry in the United Kingdom

Table of Contents

EXECUTIVE SUMMARY
•About CSI
•Summary of findings – Electricals
- John Lewis leads the way yet again
- Amazon regains second place in spite of lower score
- Specialists top for range
- Despite excelling on price, Asda's overall score nosedives
- Tesco best for convenience
- Argos stagnates
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

TABLES

•Table: Electricals highest scoring retailers overall and by factor 2011 and 2012
•Table: CSI comparison of electricals with all retail 2012
•Table: Retailers ranked by overall CSI score 2012
•Table: Electricals retailers with the most significant gains in overall CSI score 2012
•Table: Electricals retailers with the most significant losses in overall CSI score 2012
•Table: Retailers ranked by latest CSI score for range 2007–12
•Table: Retailers ranked by latest CSI score for price 2007–12
•Table: Retailers ranked by latest CSI score for convenience 2007–12
•Table: Retailers ranked by latest CSI score for quality 2007–12
•Table: Retailers ranked by latest CSI score for service 2007–12
•Table: Retailers ranked by latest CSI score for ambience 2007–12
•Table: Retailers ranked by latest CSI score for facilities 2007–12
•Table: Retailers ranked by latest CSI score for layout 2007–12

FIGURES

•Figure: Yearly overall score comparison of electricals with all retail 2007–12



Companies Mentioned

CMS Energy Corporation, Currys, Hutchison 3G UK Limited, Kesa Electricals Plc, Metro AG