UK Consumer Satisfaction Index 2010: Clothing

리서치사	Datamonitor
발행일	2010년 01월	상품코드	111692
페이지 정보	23 pages
가격	US $ 3,255 ￦ 3,878,300 PDF by E-mail (Single User License) US $ 8,138 ￦ 9,696,400 PDF by E-mail (Global Site License)

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Abstract

Introduction

Verdict Research: During a recession, with consumer confidence at a low ebb, keeping your customers satisfied and retaining them is vital for survival. 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 of this research

Measures and ranks customer satisfaction for all significant retailers in the sector over six years (2005-2010).
Includes ratings for eight performance metrics: price, range, quality, service, convenience, ambience, layout and facilities.
Covers 22 retailers including Marks & Spencer, Next, New Look, Debenhams, Tesco, Asda, Matalan, H&M, Primark, Peacocks, JD Sports and House of Fraser.

Research and analysis highlights

Last year' s fourth placed retailer, Marks & Spencer has been making gradual gains in the survey over the past five years and this year jumps to first position having improved its score by 15 points. Its success is driven by its consistently high score in quality and this year it has also improved on its range score.

Over the past 12 months we have seen major changes in Next' s clothing offer, integrating more fashion trends into its ranges. This has been one of the main drivers of the retailer' s improved sales performance this year, and is also reflected in the results of our survey taking eighth place for range ranking, its highest performance since 2001.

While Peacocks is only ranked 12th in our survey, it has made the most gains this year. It has increased its score by 58 points improving its overall ranking from 23rd to 12th. With the exception of ambience, the retailer has made gains in all of our measures but particularly convenience, facilities and service.

Key reasons to purchase this research

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 and exploit them to your advantage.
Independently track how strategies and management policy are affecting or influencing customer satisfaction.
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ABOUT CSI

SUMMARY OF FINDINGS

Summary of Findings - Clothing
SYNOPSIS AND COMPARATIVES
Synopsis and Comparatives - Clothing

RANKINGS

Overall ranking - Clothing
Winners since last year - Clothing
Losers since last year - Clothing
Ranking for range - Clothing
Ranking for price - Clothing
Ranking for convenience - Clothing
Ranking for quality - Clothing
Ranking for service - Clothing
Ranking for ambience - Clothing
Ranking for facilities - Clothing
Ranking for layout - Clothing

TABLES

Table: Clothing highest scoring retailers overall and by factor 2009 & 2010
Table: CSI comparatives between clothing and all retail 2010
Table: Retailers ranked by overall CSI score 2005-2010
Table: Clothing retailers with the most significant gains in overall CSI score 2010
Table: Retailers with the most significant gains in CSI ranking in clothing 2010
Table: Clothing retailers with the most significant losses in overall CSI score 2010
Table: Retailers with the most significant losses in CSI ranking in clothing 2010
Table: Retailers ranked by CSI score for range 2005-2010
Table: Retailers ranked by CSI score for price 2005-2010
Table: Retailers ranked by CSI score for convenience 2005-2010
Table: Retailers ranked by CSI score for quality 2005-2010
Table: Retailers ranked by CSI score for service 2005-2010
Table: Retailers ranked by CSI score for ambience 2005-2010
Table: Retailers ranked by CSI score for facilities 2005-2010
Table: Retailers ranked by CSI score for layout 2005-2010