UK Customer Satisfaction Index 2014 Electricals | Verdict Customer Report

Measure and rank your performance in customer satisfaction in the sector and assess how this has changed using six years of history (2009–14). 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 electricals this year, highlighting those that pose the greatest threat to your business.

Scope

In a sign of improving multichannel services, online pureplay retailers have fallen back in 2014, reversing the trend of recent years. eBay has seen the biggest fall in its CSI score of -23, moving it from second position to fifth overall, while Amazon’s score has fallen by 10.

Though still in its early stages, Argos’s digital turnaround plans have started to pay off, with the retailer seeing the biggest increase in electricals CSI score for 2014. Argos is joint first for ambiance, performed well in both range and price, and will likely perform even better in 2015 when more of its redesigned stores are rolled out.

Reasons to buy

What is driving satisfaction for different retailers in electricals 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 customers' eyes What impact is the economy having on drivers of satisfaction

Table of Contents

1 Overview

2 Executive Summary

2.1 About CSI

3 Summary of Findings – Electricals

3.1 John Lewis’s reputation gives it an edge over the competition

3.2 Advance of pureplays has halted

3.3 Argos makes largest gains

3.4 Supermarkets heavily reliant on websites

3.5 Average electricals CSI score falls

4 Synopsis and Comparatives

4.1 Electricals

5 Rankings

5.1 Overall ranking – electricals

5.2 Winners since last year – electricals

5.3 Losers since last year – electricals

5.4 Rankings for range – electricals

5.5 Rankings for price – electricals

5.6 Rankings for convenience – electricals

5.7 Rankings for quality – electricals

5.8 Rankings for service – electricals

5.9 Rankings for ambience – electricals

5.1 Rankings for facilities – electricals

5.11 Rankings for layout – electricals

6 Methodology

6.1 About CSI

7 Appendix

7.1 About Verdict Retail

7.2 Disclaimer

List of Tables

Table 1: Electricals highest scoring retailers overall and by factor, 2013 and 2014

Table 2: CSI comparatives between electricals and all retail, 2014

Table 3: Electricals retailers ranked by overall CSI score, 2014

Table 4: Electricals retailer with the most significant gains in overall CSI score, 2014

Table 5: Electricals retailer with the most significant losses in overall CSI score, 2014

Table 6: Electricals retailers ranked by latest CSI score for range, 2009–14

Table 7: Electricals retailers ranked by latest CSI score for price, 2009–14

Table 8: Electricals retailers ranked by latest CSI score for convenience, 2009–14

Table 9: Electricals retailers ranked by latest CSI score for quality, 2009–14

Table 10: Electricals retailers ranked by latest CSI score for service, 2009–14

Table 11: Electricals retailers ranked by latest CSI score for ambience, 2009–14

Table 12: Electricals retailers ranked by latest CSI score for facilities, 2009–14

Table 13: Electricals retailers ranked by latest CSI score for layout, 2009–14

List of Figures

Figure 1: Yearly average score comparatives, electricals and all retail, 2009–14

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