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 24 leading clothing retailers including Marks & Spencer, Debenhams, River Island, Burton, New Look, Primark, TK Maxx and Tesco.

Highlights

John Lewis maintains its lead as overall winner. Despite losing its previous top rankings in range, service, ambience and layout to rival department stores House of Fraser and Debenhams, its high score in range, quality and service have contributed to its overall lead. Low price credentials help H&M secure second place in this year's report. Moving up one place, H&M now collects the silver accolade, boosted primarily by its low price commitment that has seen the retailer beat both Asda and TK Maxx. Despite Asda admitting its George clothing range has lost momentum the retailer achieves this year's bronze medal. The retailer performed particularly well for the attributes of price and convenience, and also beat the average for service outperforming its closest grocery and value-led rivals on these key metrics.

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.