UK Customer Satisfaction Index 2014 Clothing | Verdict Consumer 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 clothing this year, highlighting those that pose the greatest threat to your business

Scope

Having been in the top three for the past three years, H&M has taken over the top spot from last year’s winner John Lewis. H&M’s leading score was aided by small gains in four attributes, with the retailer ranking top in ambience and layout. This indicates that its work to revamp stores and improve its instore environment has paid off.

Having ranked seventh last year, Matalan has leapt up to second position this year. Matalan has proved to be a strong all-rounder in the clothing sector, ranking above average for range, price, convenience, ambience and layout, and achieving the second highest score for layout and third highest for price.

Service remains a weak area for discounter TK Maxx, with the retailer recording a negative score, its lowest score in the past six years and the lowest of all the clothing retailers this year. While shoppers are attracted to TK Maxx’s offer, more needs to be done to improve customer service – which will drive repeat visits and spending

Reasons to buy

What is driving satisfaction for different retailers in clothing 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 – Clothing

3.1 H&M becomes overall clothing leader, taking top spot from John Lewis

3.2 Matalan maintains score to become runner up

3.3 Primark dominance on price continues, with nine years at the top

3.4 M&S remains top for quality

3.5 Debenhams makes the biggest gains

3.6 TK Maxx ranks last for service

4 Synopsis and Comparatives

4.1 Clothing

5 Rankings

5.1 Overall ranking – clothing

5.2 Winners since last year – clothing

5.3 Losers since last year – clothing

5.4 Rankings for range – clothing

5.5 Rankings for price – clothing

5.6 Rankings for convenience – clothing

5.7 Rankings for quality – clothing

5.8 Rankings for service – clothing

5.9 Rankings for ambience – clothing

5.1 Rankings for facilities – clothing

5.11 Rankings for layout – clothing

6 Methodology

6.1 About CSI

7 Appendix

7.1 About Verdict Retail

7.2 Disclaimer

List of Tables

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

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

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

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

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

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

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

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

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

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

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

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

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

List of Figures

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

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