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.
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?
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
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
6.1 About CSI
7.1 About Verdict Retail
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
Single User License:
Corporate User License:
Insight Report,Retail,Clothing & Footwear,Verdict Retail
select a license
NEWSLETTER BY CATEGORY
The report sent to us was on the point, and its information was quite extensive, well structured, and well researched. More importantly what we valued was your response time and professionalism. As a leading global consulting firm, our clients expect high quality deliverables in short periods of time, so a reliable research partner is essential. For the price that you have charged the quality of your services were exceptional. We look forward to continue our relationship with your team on future engagements.... "Senior Associate, Booz Allen Hamilton"
This is with regards to your report on India PVC pipes and fitting market outlook industry outlook to 2019. This is a very well written report and accept my compliments on the same.... ... "Mohit Mittal, Consultant, KPMG Advisory Services"
I am pleased to see the very useful and productive information in the report..Very well structured great presentation reflect professionalism in your research studies.... "Mustafa Masood, Financial Analyst , Coldwell Banker Riyadh"
While we still are studying and analysing your reports about Vietnam & Thailand, we would like to convey to your research team that they have done a very good job in compiling so much of information together. We hope to see more of such well researched reports. All the best & keep it up. ... "Prashant Bhagwat,General Manager, Mahindra"
We would like to appreciate Ken Research for their great efforts and wonderful support in providing the Market Intelligence Report for ITPC. The information, statistics and research are well understandable and very clear to the point. We are happy with Ken research for their good client service, on-time delivery of the report and as said the report itself. Thank you Ken research for bringing the valuable output for us. We would be looking forward to have more research with you in the near future. Wish you a success in your business!... "Jestin Mathew, Indonesian Trade Promotion Center"