UK Consumer Satisfaction Index 2012 for food & grocery 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 food & grocery this year,
highlighting those that pose the greatest threat to your business.
Highlights
Despite recording a decline in its overall score, Waitrose has topped
Verdict's food & grocery Consumer Satisfaction Index yet again.
Though it has now completed its planned transformation of 180 former Netto
sites into local Asda Supermarket stores, Asda has recorded a drop in its
convenience rating.
As consumers' budgets remain tight due to myriad financial pressures, it is
unsurprising to see German discounters Aldi and Lidl scoring highly on price
yet again, with many shoppers still trading down.
Your key questions answered
What is driving satisfaction for different retailers in food & grocery?
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
EXECUTIVE SUMMARY
About CSI
Summary of findings - Food & grocery
Waitrose ranks first overall for the seventh consecutive year...
...in spite of weakness on price
Co-op improves convenience score but Asda dips despite adding former
Nettos
Price-focused retailers Aldi, Iceland, Lidl and Asda shuffle positions
SYNOPSIS AND COMPARATIVES
Food & grocery
RANKINGS
Overall ranking - food & grocery
Winner - food & grocery
Loser - food & grocery
Rankings for range - food & grocery
Rankings for price - food & grocery
Rankings for convenience - food & grocery
Rankings for quality - food & grocery
Rankings for service - food & grocery
Rankings for ambience - food & grocery
Rankings for facilities - food & grocery
Rankings for layout - food & grocery
TABLES
Table: Food & grocery highest scoring retailers, overall and by factor,
2011 and 2012
Table: CSI comparison of food & grocery with all retail 2012
Table: Retailers ranked by overall CSI score 2012
Table: Most significant gain in overall CSI score for a food & grocery
retailer 2012
Table: Most significant loss in overall CSI score for a food & grocery
retailer 2012
Table: Retailers ranked by latest CSI score for range 2007 - 12
Table: Retailers ranked by latest CSI score for price 2007 - 12
Table: Retailers ranked by latest CSI score for convenience 2007 - 12
Table: Retailers ranked by latest CSI score for quality 2007 - 12
Table: Retailers ranked by latest CSI score for service 2007 - 12
Table: Retailers ranked by latest CSI score for ambience 2007 - 12
Table: Retailers ranked by latest CSI score for facilities 2007 - 12
Table: Retailers ranked by latest CSI score for layout 2007 - 12
FIGURES
Figure: Yearly overall score comparison of food & grocery with all retail
2007 - 12
