Studie - Consumer Satisfaction Index 2008: UK Clothing

Verdict
01.2008
23 Seiten

 
Typ:
Studie
Verfüg­barkeit:
verfügbar
Regionen/­Länder:
Regionen/­Länder:
  • Vereinigtes Königreich

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Introduction

Verdict Research: In an intensely competitive retail market, keeping customers satisfied has never been more important. Retailers need to understand how they satisfy their shoppers in order to enhance their appeal and increase customer loyalty. Moreover, an insight into what drives customer satisfaction at competitors is essential to win customers from them.

Scope

Measures and ranks customer satisfaction for all significant retailers in the sector over six years (2003-2008). Includes ratings for eight performance metrics: price, range, quality, service, convenience, ambience, layout and facilities. Covers 24 leading clothing retailers including Marks & Spencer, Debenhams, River Island, Burton, New Look, Primark, TK Maxx and Tesco.

Highlights

John Lewis maintains its lead as overall winner. Despite losing its previous top rankings in range, service, ambience and layout to rival department stores House of Fraser and Debenhams, its high score in range, quality and service have contributed to its overall lead. Low price credentials help H&M secure second place in this year's report. Moving up one place, H&M now collects the silver accolade, boosted primarily by its low price commitment that has seen the retailer beat both Asda and TK Maxx. Despite Asda admitting its George clothing range has lost momentum the retailer achieves this year's bronze medal. The retailer performed particularly well for the attributes of price and convenience, and also beat the average for service outperforming its closest grocery and value-led rivals on these key metrics.

Reasons to Purchase

Identify the preferences of your shoppers and how successful you are in delivering on them to help you retain your customers. Understand the weaknesses of your competitors' customer proposition that can be exploited to your advantage. Independently track how strategies and management policy are affecting or influencing customer satisfaction.
TABLE OF CONTENTS

CHAPTER 1 EXECUTIVE SUMMARY 6

About CSI 6

CHAPTER 2 SUMMARY OF FINDINGS 7

Summary of Findings — Clothing 7

CHAPTER 3 SYNOPSIS AND COMPARATIVES 11

Synopsis and Comparatives — Clothing 11

CHAPTER 4 RANKINGS 13

Overall ranking — Clothing 13

Winners since last year — Clothing 14

Losers since last year — Clothing 15

Ranking for range — Clothing 16

Ranking for price — Clothing 17

Ranking for convenience — Clothing 18

Ranking for quality — Clothing 19

Ranking for service — Clothing 20

Ranking for ambience — Clothing 21

Ranking for facilities — Clothing 22

Ranking for layout — Clothing 23

LIST OF TABLES

Table 1: Synopsis of highest scoring retailers overall and by factor 2007 and 2008 11

Table 2: CSI comparatives between clothing and all retail 2008 11

Table 3: Retailers ranked by overall CSI score 2003-2008 13

Table 4: Retailers with the most significant gains in overall CSI score in the past year 14

Table 5: Retailers with the most significant gains in overall CSI rank in the past year 14

Table 6: Retailers with the most significant losses in overall CSI score in the past year 15

Table 7: Retailers with the most significant losses in overall CSI rank in the past year 15

Table 8: Retailers ranked by CSI score for range 2003-2008 16

Table 9: Retailers ranked by CSI score for price 2003-2008 17

Table 10: Retailers ranked by CSI score for convenience 2003-2008 18

Table 11: Retailers ranked by CSI score for quality 2003-2008 19

Table 12: Retailers ranked by CSI score for service 2003-2008 20

Table 13: Retailers ranked by CSI score for ambience 2003-2008 21

Table 14: Retailers ranked by CSI score for facilities 2003-2008 22

Table 15: Retailers ranked by CSI score for layout 2003-2008 23





LIST OF FIGURES

Figure 1: Yearly overall score comparatives, clothing and all retail 2003-2008 12

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