UK Customer Satisfaction Index 2014 Personal Care

Measure and rank your performance in customer satisfaction in the sector and assess how this has changed using six years of history (2009-2014) 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 personal care this year, highlighting those that pose the greatest threat to your business

Scope

While grocers continue to grow their personal care offer, Boots is still ahead in terms of range, helped by its good quality and affordable own label products such as No7 and Soltan, as well as its deep ranges.

Reasons to buy

What is driving satisfaction for different retailers in personal care 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

1 Overview

2 Executive Summary

2.1 About CSI

3 Summary of Findings – Personal Care

3.1 Savers takes top position

3.2 Grocers top four for convenience

3.3 Boots still dominates in range

4 Synopsis and Comparatives

4.1 Personal care

5 Rankings

5.1 Overall ranking – personal care

5.2 Winners since last year – personal care

5.3 Losers since last year – personal care

5.4 Rankings for range – personal care

5.5 Rankings for price – personal care

5.6 Rankings for convenience – personal care

5.7 Rankings for quality – personal care

5.8 Rankings for service – personal care

5.9 Rankings for ambience – personal care

5.1 Rankings for facilities – personal care

5.11 Rankings for layout – personal care

6 Methodology

6.1 About CSI

7 Appendix

7.1 About Verdict Retail

7.2 Disclaimer

List of Tables

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

Table 2: CSI comparatives between persol care and all retail, 2014

Table 3: Persol care retailers ranked by overall CSI score, 2014

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

Table 5: Persol care retailers with the most significant losses in overall CSI score, 2014

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

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

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

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

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

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

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

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

List of Figures

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

    Pricing

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