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 eight leading electricals retailers including Currys, Comet, PC World, John Lewis, Asda and Tesco.

Highlights

John Lewis satisfies more electricals shoppers than anyone else. For the past four years it has achieved the highest Consumer Satisfaction Index (CSI) score, and this year it has raised the bar adding 11 points increasing its lead further. PC World's focused proposition aids its appeal to customers. A clear focus on PC hardware and associated products is the key reason for PC World ranking second in 2008's CSI. Indeed, the retailer satisfies more customers in range than any of its peers. Strong price credentials in electricals are key to Asda's strong 2008 CSI performance. Asda's EDLP proposition is the key reason for the retailer satisfying customers on this aspect more than any other featured electricals retailer for the second consecutive year.

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.