UK Consumer Satisfaction Index 2010: Homewares

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

*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 xx retailers including xxxx

Highlights

John Lewis is first for the third consecutive year. Despite the addition of its successful Value range and the opening of its first standalone homewares store, John Lewis has lost the top spot for range to IKEA. However, the department stores reputation for quality, value and service has ensured it continues to exceed consumer expectations.

Dunelm regains second place after falling to ninth in 2009. Dunelm has been one of the big beneficiaries of the departure of Woolworths, with its wide ranges and value for money proposition make it an attractive retail destination. The specialist is this year's biggest winner amongst homewares retailers, making big gains in range and price.

Argos, the UK's largest homewares retailer, has moved up from 10th in 2009 to third. The supermarket has made the second biggest gains in overall CSI score in 2010. It has also made the second biggest gains in ranking of homewares retailers, only lagging Dunelm.

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 and exploit them to your advantage.

*Independently track how strategies and management policy are affecting or influencing customer satisfaction.


Report Highlights

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TABLE OF CONTENTS
CHAPTER 1 EXECUTIVE SUMMARY 6
About CSI 6
CHAPTER 2 SUMMARY OF FINDINGS 7
Summary of Findings – Homewares 7
CHAPTER 3 SYNOPSIS AND COMPARATIVES 11
Synopsis and Comparatives – Homewares 11
CHAPTER 4 RANKINGS 13
Overall ranking – Homewares 13
Winners since last year – Homewares 14
Losers since last year – Homewares 15
Ranking for range – Homewares 16
Ranking for price – Homewares 17
Ranking for convenience – Homewares 18
Ranking for quality – Homewares 19
Ranking for service – Homewares 20
Ranking for ambience – Homewares 21
Ranking for facilities – Homewares 22
Ranking for layout – Homewares 23




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LIST OF TABLES
Table 1: Synopsis of highest scoring retailers overall and by factor 2009 and 2010 11
Table 2: CSI comparatives between homewares and all retail 2010 11
Table 3: Retailers ranked by overall CSI score 2005-2010 13
Table 4: Retailers with the most significant gains in overall CSI score in the past year 14
Table 5: Retailers with the most significant gains in overall CSI rank in the past year 14
Table 6: Retailers with the most significant losses in overall CSI score in the past year 15
Table 7: Retailers with the most significant losses in overall CSI rank in the past year 15
Table 8: Retailers ranked by CSI score for range 2005-2010 16
Table 9: Retailers ranked by CSI score for price 2005-2010 17
Table 10: Retailers ranked by CSI score for convenience 2005-2010 18
Table 11: Retailers ranked by CSI score for quality 2005-2010 19
Table 12: Retailers ranked by CSI score for service 2005-2010 20
Table 13: Retailers ranked by CSI score for ambience 2005-2010 21
Table 14: Retailers ranked by CSI score for facilities 2005-2010 22
Table 15: Retailers ranked by CSI score for layout 2005-2010 23


LIST OF FIGURES
Figure 1: Yearly overall score comparatives, homewares and all retail 2005-2010 12
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