Introduction

Verdict Research – UK Consumer Satisfaction Index 2011 for homewares 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.

Features and benefits

• Measures and ranks customer satisfaction for all significant retailers in the sector over six years (2006-2011)
• Includes ratings for eight performance metrics: price, range, quality, service, convenience, ambience, layout and facilities
• Identifies the biggest CSI winners and losers in homewares this year

Highlights

After dropping back from second place to sixth place in last year's survey, IKEA has returned to second position again, with the retailer also achieving the second most significant increases in CSI score. For the second consecutive year, IKEA is ranked number one for range, with the retailer offering a great variety of homewares products.

TJ Hughes has seen the greatest improvement in score and ranking this year, up from 11th to sixth position. Out of the eight satisfaction ratings, TJ Hughes has improved its position in five of them, but lost out on quality, service and facilities. Range and price are where the retailer has been most successful in the survey this year.

Asda's success is partly down to its convenience, in which it has gained one position to take fourth place. Its range ranking has also improved this year from 11th to ninth position and while it remains below the average, over the long term this should be further boosted by its plans to expand its Asda Living format.

Your key questions answered

• Identify the preferences of shoppers and how successful retailers are in delivering on them to help retain customers
• Understand the weaknesses of competitors' customer propositions and exploit them to your advantage
• Independently track how strategies and management policy are affecting or influencing customer satisfaction