UK Consumer Satisfaction Index 2010: Homewares

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.