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UK Customer Satisfaction Index 2014- Overall | Verdict Consumer Report

UK Customer Satisfaction Index 2014- Overall | Verdict Consumer Report


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Executive Summary

UK Consumer Satisfaction Index 2014 overall is based around individual retailers across a range of sectors and provides a highly detailed, data-rich overview of a retailers customers, drawing on a nationwide survey of 6,000 shoppers each year

Key Findings

Measure and rank your performance in customer satisfaction on an overall basis and assess how it has changed over the last six years (2009-2014).

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 across a number of sectors this year, highlighting those that pose the greatest threat to your business.

Synopsis

John Lewis has retained its crown atop Verdicts CSI, improving its score and widening the gap between itself and the retailer in second. Its focus on service continues to separate them from their competitors, where it also comes out on top and scores highly on quality as well, where it is second behind footwear specialists, Clarks.

Home specialists have taken second and third spot, with Dunelm taking silver and IKEA finishing in bronze. Dunelm has improved in six of the eight CSI metrics, standing out in range, where it finished fifth overall. Improved price perceptions for IKEA has enabled the Swedish retailer to gain 14 points to finish third this year.

Reasons To Buy

What is driving satisfaction for different retailers in personal care? 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-Overall

3.1 John Lewis takes first place for the second consecutive year

3.2 Dunelm regains second position

3.3 Improved price perception sees IKEA take third position

4 Synopsis and Comparatives

4.1 Overall

5 Rankings

5.1 Overall ranking-overall

5.2 Winners since last year-overall

5.3 Losers since last year-overall

5.4 Rankings for range-overall

5.5 Rankings for price-overall

5.6 Rankings for convenience-overall

5.7 Rankings for quality-overall

5.8 Rankings for service-overall

5.9 Rankings for ambience-overall

5.1 Rankings for facilities-overall

5.11 Rankings for layout-overall

6 Methodology

7 Appendix

7.1 About Verdict Retail

7.2 Disclaimer

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

Table 2: Overall retailers ranked by overall CSI score, 2014

Table 3: Overall retailer with the most significant gains in overall CSI score, 2014

Table 4: Overall retailer with the most significant losses in overall CSI score, 2014

Table 5: Overall retailers ranked by latest CSI score for range, 2009-14

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

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

Table 8: Overall retailers ranked by latest CSI score for price, 2009-14

Table 9: Overall retailers ranked by latest CSI score for convenience, 2009-14

Table 10: Overall retailers ranked by latest CSI score for convenience, 2009-14

Table 11: Overall retailers ranked by latest CSI score for quality, 2009-14

Table 12: Overall retailers ranked by latest CSI score for quality, 2009-14

Table 13: Overall retailers ranked by latest CSI score for service, 2009-14

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

Table 15: Overall retailers ranked by latest CSI score for ambience, 2009-14

Table 16: Overall retailers ranked by latest CSI score for ambience, 2009-14

Table 17: Overall retailers ranked by latest CSI score for facilities, 2009-14

Table 18: Overall retailers ranked by latest CSI score for facilities, 2009-14

Table 19: Overall retailers ranked by latest CSI score for layout, 2009-14

Table 20: Overall retailers ranked by latest CSI score for layout, 2009-14

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