1. Market Research

UK Consumer Satisfaction Index 2014 DIY | Verdict Consumer Report

  • April 2014
  • 18 pages
  • GlobalData
Report ID: 3468654


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UK Consumer Satisfaction Index 2014 DIY is based around individual retailers within the sector 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 within DIY 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 within DIY this year, highlighting those that pose the greatest threat to your business.

DIY was the only sector in Verdict's CSI survey whose average score grew on last year, up two points to 135, its best ever performance. Retailers developing their offer, especially their range and price, have driven this performance. Service remains problematic though, with all scoring below average and this should be a focus for them this year.

Screwfix has emerged as this year's winner for DIY. As well as leading the way in terms of service, facilities and ambience, it has improved significantly within price. A driver behind this would have been the greater number of regular shoppers using the store, as they continue to expand aggressively and discover that it not just for trade.

While Wilkinson and Homebase are outside the top three, both have improved their score on last year, up 21 and four points respectively. an 11 point increase for range and improvements in convenience drove Wilkinson's performance. Homebase leads the way for convenience, on the back of its check and reserve offer and improved on five other sectors.

Reasons To Buy
- What is driving satisfaction for different retailers within DIY? 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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