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

For the fifth year running, Waitrose is the highest scoring food & grocery retailer. Though consumers are more measured and cautious in their spending in the current climate, Waitrose reputation from service, quality and value, has seen it outperform in a very challenging market.

Aldi sits in second place for the third year in a row. Through a combination of new store openings and refits, Aldi has improved its ranking in ambience, layout and convenience. In addition, the retailer continues to make strides to improve its quality credentials, maintaining its already high score.

Marks & Spencer takes third place this year, up from ninth in 2009. Innovative ideas such as Dine in for two for £10 and Wise Buys helped improve its price perception, while increased focus on healthy eating, quality and innovative meal solutions has seen Marks & Spencer made big gains in both range and quality.

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.