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UK Customer Satisfaction Index 2014 Footwear- Verdict Consumer Report

UK Customer Satisfaction Index 2014 Footwear- Verdict Consumer Report

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Executive Summary

UK Customer Satisfaction Index 2014 for footwear 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.

Key Findings

Measure and rank your performance in customer satisfaction in the sector and assess how this has changed using six years of history (2009-14).

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 footwear this year, highlighting those that pose the greatest threat to your business


Matalan has broadened its awareness as a fashion player by increasing its presence on social media and collaborating with famous designers such as Phillip Armstrong - aiding a growth in score for range. However, the retailer should now focus on becoming a go to destination for affordable fashion-led footwear by engaging more with its shoppers.

Hotter has achieved the highest footwear CSI score for range - 5 points above rival Brantano. As the proportion of those in the 50+ age bracket rises, these consumers are becoming a more important purchasing group for retailers to target, and Hotter's offer of accessibly priced comfort footwear allows it to capitalise on these untapped customers.

Primark has secured the lead position for price satisfaction among its customers, though this has fallen by 17 points since 2013 to 65. It has introduced higher priced fashion-led products, such as ankle boots and stilettos, a likely cause behind its score slipping; so it must emphasise the value for money these higher priced items provide.

Reasons To Buy

What is driving satisfaction for different retailers in footwear? 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?

1 Overview

2 Executive Summary

2.1 About CSI

3 Summary of Findings - Footwear

3.1 Matalan ranks top, taking lead position from Amazon

3.2 Hotter wins highest score for range as it enters results for the first time

3.3 Primark leads on price but Matalan follows closely

3.4 Amazon scores highest for facilities but loses out to Asda for convenience

3.5 Clarks holds strong reputation for quality among customers

4 Synopsis and Comparatives

4.1 Footwear

5 Rankings

5.1 Overall ranking - footwear

5.2 Winners since last year - footwear

5.3 Losers since last year - footwear

5.4 Rankings for range - footwear

5.5 Rankings for price - footwear

5.6 Rankings for convenience - footwear

5.7 Rankings for quality - footwear

5.8 Rankings for service - footwear

5.9 Rankings for ambience - footwear

5.1 Rankings for facilities - footwear

5.11 Rankings for layout - footwear

6 Methodology

6.1 About CSI

7 Appendix

7.1 About Verdict Retail

7.2 Disclaimer

Figure 1: Yearly average score comparatives, footwear and all retail, 2009-14

Table 1: Footwear highest scoring retailers overall and by factor, 2013 and 2014

Table 2: CSI comparatives between footwear and all retail, 2014

Table 3: Footwear retailers ranked by overall CSI score, 2014

Table 4: Footwear retailer with the most significant gains in overall CSI score, 2014

Table 5: Footwear retailer with the most significant losses in overall CSI score, 2014

Table 6: Footwear retailers ranked by latest CSI score for range, 2009-14

Table 7: Footwear retailers ranked by latest CSI score for price, 2009-14

Table 8: Footwear retailers ranked by latest CSI score for convenience, 2009-14

Table 9: Footwear retailers ranked by latest CSI score for quality, 2009-14

Table 10: Footwear retailers ranked by latest CSI score for service, 2009-14

Table 11: Footwear retailers ranked by latest CSI score for ambience, 2009-14

Table 12: Footwear retailers ranked by latest CSI score for facilities, 2009-14

Table 13: Footwear retailers ranked by latest CSI score for facilities, 2009-14

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Insight Report,Retail,Clothing & Footwear,Verdict Retail

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