Introduction

UK Consumer Satisfaction Index 2012 for electricals 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

• 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 electricals this year, highlighting those that pose the greatest threat to your business.

Highlights

Amazon has recorded a marginal decline of three points in its overall score of 163. However, this is enough to regain second place, having dipped to third last time, thanks to Asda’s fall from second to seventh place.

As was the case in 2011, Comet and Currys have posted the two highest scores for range at 44 and 40 points respectively. As specialists, the two retailers are able to dedicate their entire estates' floorspace to electricals, allowing them to stock a wider range of items.

Asda has yet again come out top for price, despite a drop of nine points to 62. However, the strength of its price-oriented strategy may have obscured other attributes.

Your key questions answered

• 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 consumers' eyes? What impact is the economy having on drivers of satisfaction?