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Consumer Satisfaction Index 2008: UK Electricals

Product Type: Market Research Report
Published by: Verdict Research Ltd
Published: January 2008
Product Code: R708-181
Description
Introduction

Verdict Research: In an intensely competitive retail market, keeping customers satisfied has never been more important. 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

Measures and ranks customer satisfaction for all significant retailers in the sector over six years (2003-2008). Includes ratings for eight performance metrics: price, range, quality, service, convenience, ambience, layout and facilities. Covers eight leading electricals retailers including Currys, Comet, PC World, John Lewis, Asda and Tesco.

Highlights

John Lewis satisfies more electricals shoppers than anyone else. For the past four years it has achieved the highest Consumer Satisfaction Index (CSI) score, and this year it has raised the bar adding 11 points increasing its lead further. PC World's focused proposition aids its appeal to customers. A clear focus on PC hardware and associated products is the key reason for PC World ranking second in 2008's CSI. Indeed, the retailer satisfies more customers in range than any of its peers. Strong price credentials in electricals are key to Asda's strong 2008 CSI performance. Asda's EDLP proposition is the key reason for the retailer satisfying customers on this aspect more than any other featured electricals retailer for the second consecutive year.

Reasons to Purchase

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 that can be exploited to your advantage. Independently track how strategies and management policy are affecting or influencing customer satisfaction.
Table of Contents
CHAPTER 1 EXECUTIVE SUMMARY
About CSI
CHAPTER 2 SUMMARY OF FINDINGS
Summary of Findings - Electricals
CHAPTER 3 SYNOPSIS AND COMPARATIVES
Synopsis and Comparatives - Electricals
CHAPTER 4 RANKINGS
Overall ranking - Electricals
Winners since last year - Electricals
Losers since last year - Electricals
Ranking for range - Electricals
Ranking for price - Electricals
Ranking for convenience - Electricals
Ranking for quality - Electricals
Ranking for service - Electricals
Ranking for ambience - Electricals
Ranking for facilities - Electricals
Ranking for layout - Electricals
LIST OF TABLES
Table 1: Synopsis of highest scoring retailers overall and by factor 2007 and 2008
Table 2: CSI comparatives between electricals and all retail 2008
Table 3: Retailers ranked by overall CSI score 2003-2008
Table 4: Retailers with the most significant gains in overall CSI score in the past year
Table 6: Retailers with the most significant losses in overall CSI score in the past year
Table 7: Retailers with the most significant losses in overall CSI rank in the past year
Table 8: Retailers ranked by CSI score for range 2003-2008
Table 9: Retailers ranked by CSI score for price 2003-2008
Table 10: Retailers ranked by CSI score for convenience 2003-2008
Table 11: Retailers ranked by CSI score for quality 2003-2008
Table 12: Retailers ranked by CSI score for service 2003-2008
Table 13: Retailers ranked by CSI score for ambience 2003-2008
Table 14: Retailers ranked by CSI score for facilities 2003-2008
Table 15: Retailers ranked by CSI score for layout 2003-2008
LIST OF FIGURES
Figure 1: Yearly overall score comparatives, electricals and all retail 2003-2008


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