UK Consumer Satisfaction Index 2012 Food & Grocery | Verdict Consumer Report
Report description
UK Consumer Satisfaction Index 2012 for food & grocery is based around individual retailers and provides a highly detailed, data-rich overview of a retailer's customers, drawing on a nationwide survey of 6,000 shoppers each year.
- Measure and rank your performance in customer satisfaction in the sector and assess how this has changed using six years of history (2007–12).
- Includes ratings for price, range, quality, service, convenience, ambience, layout and facilities. Use these to understand strengths and weaknesses.
- Identifies the biggest CSI winners and losers in food & grocery this year, highlighting those that pose the greatest threat to your business.
Despite recording a decline in its overall score, Waitrose has topped Verdict's food & grocery Consumer Satisfaction Index yet again.
Though it has now completed its planned transformation of 180 former Netto sites into local Asda Supermarket stores, Asda has recorded a drop in its convenience rating.
As consumers' budgets remain tight due to myriad financial pressures, it is unsurprising to see German discounters Aldi and Lidl scoring highly on price yet again, with many shoppers still trading down.
- What is driving satisfaction for different retailers in food & grocery? Which retailers have improved the most?
- What are your competitors' strengths and weaknesses and how can you exploit them by adapting your own strategies?
- How are drivers of satisfaction changing in terms of importance in the consumers' eyes? What impact is the economy having on drivers of satisfaction?
Table of contents
EXECUTIVE SUMMARY•About CSI
•Summary of findings – Food & grocery
Waitrose ranks first overall for the seventh consecutive year…
… in spite of weakness on price
Co-op improves convenience score but Asda dips despite adding former Nettos
Price-focused retailers Aldi, Iceland, Lidl and Asda shuffle positions
SYNOPSIS AND COMPARATIVES
•Food & grocery
RANKINGS
•Overall ranking – food & grocery
•Winner – food & grocery
•Loser – food & grocery
•Rankings for range – food & grocery
•Rankings for price – food & grocery
•Rankings for convenience – food & grocery
•Rankings for quality – food & grocery
•Rankings for service – food & grocery
•Rankings for ambience – food & grocery
•Rankings for facilities – food & grocery
•Rankings for layout – food & grocery
TABLES
•Table: Food & grocery highest scoring retailers, overall and by factor, 2011 and 2012
•Table: CSI comparison of food & grocery with all retail 2012
•Table: Retailers ranked by overall CSI score 2012
•Table: Most significant gain in overall CSI score for a food & grocery retailer 2012
•Table: Most significant loss in overall CSI score for a food & grocery retailer 2012
•Table: Retailers ranked by latest CSI score for range 2007–12
•Table: Retailers ranked by latest CSI score for price 2007–12
•Table: Retailers ranked by latest CSI score for convenience 2007–12
•Table: Retailers ranked by latest CSI score for quality 2007–12
•Table: Retailers ranked by latest CSI score for service 2007–12
•Table: Retailers ranked by latest CSI score for ambience 2007–12
•Table: Retailers ranked by latest CSI score for facilities 2007–12
•Table: Retailers ranked by latest CSI score for layout 2007–12
FIGURES
•Figure: Yearly overall score comparison of food & grocery with all retail 2007–12
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