Interviews
John Lewis is top of the shops
11 Jan '08
3 min read
Waitrose, John Lewis's sister company, came second in the Index after attaining the top ranking last year. The retailer does particularly well in both ambience and layout where consumers give it top marks.
Joint report author James Flower, Retail Analyst with Verdict Research, said that Waitrose's score was impressive: “Because of the intense competition in the grocery sector and because most people dislike food shopping, it is very difficult for supermarkets to attain high satisfaction scores – Waitrose is the exception and that demonstrates the degree to which it really offers something different and relevant to its customers.”
Dunelm, the specialist homewares retailer comes in at number three in the Index. Shoppers rate the chain for the amount of choice available at its stores and for its keen prices. Dunelm offers consumers a comprehensive range of own-brand merchandise which helps differentiate it against other players in the homewares market.
“This combination of range authority and good prices will be increasingly important in allowing Dunelm to compete against the grocers as they keep expanding into homewares,” comments Flower.
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Verdict believes that over the next year, as trading conditions become tougher and consumers more demanding, building loyalty will be a key driver of retail success. “The fact is that consumers today have more choice than ever before” says Saunders.
“If a retailer gets it wrong it's very easy for a shopper to go elsewhere. It's no longer sufficient to pay lip service to 'keeping the customer satisfied' - it has to be a philosophy placed at the heart of a retail business.”
Joint report author James Flower, Retail Analyst with Verdict Research, said that Waitrose's score was impressive: “Because of the intense competition in the grocery sector and because most people dislike food shopping, it is very difficult for supermarkets to attain high satisfaction scores – Waitrose is the exception and that demonstrates the degree to which it really offers something different and relevant to its customers.”
Dunelm, the specialist homewares retailer comes in at number three in the Index. Shoppers rate the chain for the amount of choice available at its stores and for its keen prices. Dunelm offers consumers a comprehensive range of own-brand merchandise which helps differentiate it against other players in the homewares market.
“This combination of range authority and good prices will be increasingly important in allowing Dunelm to compete against the grocers as they keep expanding into homewares,” comments Flower.
Click here to read more:
Verdict believes that over the next year, as trading conditions become tougher and consumers more demanding, building loyalty will be a key driver of retail success. “The fact is that consumers today have more choice than ever before” says Saunders.
“If a retailer gets it wrong it's very easy for a shopper to go elsewhere. It's no longer sufficient to pay lip service to 'keeping the customer satisfied' - it has to be a philosophy placed at the heart of a retail business.”
Verdict Research
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