Studie - Consumer Satisfaction Index 2008: UK Footwear

Verdict
01.2008
23 Seiten

 
Typ:
Studie
Verfüg­barkeit:
verfügbar
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 22 leading footwear retailers including Clarks, Marks & Spencer, Next, Asda, JJB Sports and Brantano.

Highlights

TK Maxx jumps straight in at number one with the most satisfied footwear customers. As a retailer committed to value, TK Maxx attains the highest score for price, with its unique proposition proving to be a key attraction. Improving M&S' value positioning will help the retailer contend for lead position. Slipping from pole position to third, M&S delivers a weaker performance across the majority of metrics in this year's report, losing the gold medal for quality and service to Clarks and Debenhams respectively. Strong service and quality credentials keep market leader Clarks in the top 10. As a specialist middle market retailer, Clarks differentiates by delivering a quality and service orientated approach helping distance the retailer from the plethora of value-led players.

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 — Footwear 7

CHAPTER 3 SYNOPSIS AND COMPARATIVES — FOOTWEAR 11

CHAPTER 4 RANKINGS 13

Overall ranking — Footwear 13

Winners since last year — Footwear 14

Losers since last year — Footwear 15

Ranking for range — Footwear 16

Ranking for price — Footwear 17

Ranking for convenience — Footwear 18

Ranking for quality — Footwear 19

Ranking for service — Footwear 20

Ranking for ambience — Footwear 21

Ranking for facilities — Footwear 22

Ranking for layout — Footwear 23



LIST OF TABLES

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

Table 2: CSI comparatives between Footwear 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, Footwear and all retail 2003-2008 12

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