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.
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
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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