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 13 leading homewares retailers including John Lewis, Debenhams, Dunelm Mill, Marks & Spencer, Tesco and Asda.

Highlights

Homewares retailers are better at satisfying their customers than stores serving shoppers in any other sector. This year they achieve an average CSI score of 129, 12 points above of the average for all retailers and two points ahead of the next most popular sector, electricals. After a three year absence John Lewis reclaims the top spot in homewares. Its score has advanced by 27 points on 2007 giving it an eight point lead over second placed Dunelm. Besides service and ambience on which it was the CSI homewares leader last year, John Lewis has picked up leading positions for range and facilities in 2008. Among grocers, Sainsbury achieves the highest satisfaction rating in homewares. 2007 was a year of progress for the UK's third largest food retailer, despite uncertainty caused by the aborted takeover approach from the Delta 2 consortium.

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. Understand the weaknesses of your competitors' customer proposition that can be exploited to your advantage.