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UK Customer Satisfaction Index 2014 Food and Grocery - Verdict Consumer Report

UK Customer Satisfaction Index 2014 Food and Grocery - Verdict Consumer Report


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Executive Summary

UK Customer Satisfaction Index 2014 for food & grocery 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 food & grocery this year, highlighting those that pose the greatest threat to your business.

Synopsis

While 2013 marked a turning point in the grocery sector, with discount grocer Aldi within a hair's breadth of upmarket Waitrose, in 2014 we have seen the latter open up a sizeable gap of 19 points. Waitrose has topped the rankings for range, quality, service, ambience and layout.

The Co-op group has achieved the lowest score in this year's grocery CSI, as well as the lowest score out of all retailers across all sectors. While the profile of the retailer's estate, geared toward smaller-format stores and top-up shopping, does not lend itself well to loyalty, there are areas where the retailer should perform far better.

Satisfaction among grocery shoppers in general has declined in 2014, with the average score falling from 118 in 2013 to 117 in 2014. While the drop is small, it represents the second consecutive year of decline in the sector as shoppers become more fickle and less loyal to one particular retailer.

Reasons To Buy

What is driving satisfaction for different retailers in food & grocery? 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 customers' eyes? What impact is the economy having on drivers of satisfaction?

1 Overview

2 Executive Summary

2.1 About CSI

3 Summary of Findings - Food & Grocery

3.1 Waitrose retains its crown and opens the gap to Aldi

3.2 The Co-op comes bottom in all retail

3.3 Grocery satisfaction declines, but not as much as overall

3.4 Market leader sees improvement but remains second last

3.5 Gap between the best and the worst expands

4 Synopsis and Comparatives

4.1 Food & grocery

5 Rankings

5.1 Overall ranking - food & grocery

5.2 Winners since last year - food & grocery

5.3 Losers since last year - food & grocery

5.4 Rankings for range - food & grocery

5.5 Rankings for price - food & grocery

5.6 Rankings for convenience - food & grocery

5.7 Rankings for quality - food & grocery

5.8 Rankings for service - food & grocery

5.9 Rankings for ambience - food & grocery

5.1 Rankings for facilities - food & grocery

5.11 Rankings for layout - food & grocery

6 Methodology

6.1 About CSI

7 Appendix

7.1 About Verdict Retail

7.2 Disclaimer

Figure 1: Gap between the best and the worst UK grocer, 2009-14

Figure 2: Yearly average score comparatives, food & grocery and all retail, 2009-14

Table 1: Food & grocery highest scoring retailers overall and by factor, 2013 and 2014

Table 2: CSI comparatives between food & grocery and all retail, 2014

Table 3: Food & grocery retailers ranked by overall CSI score, 2014

Table 4: Food & grocery retailer with the most significant gains in overall CSI score, 2014

Table 5: Food & grocery retailer with the most significant losses in overall CSI score, 2014

Table 6: Food & grocery retailers ranked by latest CSI score for range, 2009-14

Table 7: Food & grocery retailers ranked by latest CSI score for price, 2009-14

Table 8: Food & grocery retailers ranked by latest CSI score for convenience, 2009-14

Table 9: Food & grocery retailers ranked by latest CSI score for quality, 2009-14

Table 10: Food & grocery retailers ranked by latest CSI score for service, 2009-14

Table 11: Food & grocery retailers ranked by latest CSI score for ambience, 2009-14

Table 12: Food & grocery retailers ranked by latest CSI score for facilities, 2009-14

Table 13: Food & grocery retailers ranked by latest CSI score for layout, 2009-14

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Insight Report,Retail,Food & Grocery,Verdict Retail


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