DUBLIN--(BUSINESS WIRE)--Research and Markets (http://www.researchandmarkets.com/research/xm24pb/national_customer) has announced the addition of the "National Customer Satisfaction Index - UK Results for Supermarkets" report to their offering.
Customer satisfaction with supermarkets is unchanged at 76, as economic recovery continues to elude the sector. Waitrose, however, improves, gaining 1% to a score of 86. This is both an all-time high for Waitrose and a new record for the category. In second place, the combined score for all other, smaller grocery stores (including ALDI and Lidl) increases 1% to 81. Meanwhile, ASDA falls 1% to 77, to tie with Sainsbury's. Morrison's is stable at industry average (76), followed by Tesco (-1% to 73) and The Co-operative Food (unchanged at 71).
The National Customer Satisfaction Index - UK Results for Supermarkets provides the full range of data for each supermarket, with detailed scores and benchmarks across the customer experience, including customer satisfaction, customer expectations, value, product quality, service quality, loyalty, recommendations, call centre satisfaction and website satisfaction. The report contains company level performance results for each multi-channel touchpoint, as well as information on what is driving customer satisfaction and loyalty for the sector.
The latest results for supermarkets are based on interviews with more than 1,800 customers during the final quarter of 2014. Customers are asked to evaluate their recent purchase and consumption experiences with the products or services of the largest companies by market share within each of the measured industries, plus an aggregate of all other smaller brands not measured individually by name.
Key Topics Covered:
1. Retail Industry Overview
2. Supermarkets Sector
3. The Multi-Channel Customer Experience
4. Website Satisfaction
5. Call Centre Satisfaction
6. Value
7. Outcomes
8. Demographics: Satisfaction by Gender, Age, Social Grade and Income
9. Expectations by Gender, Age, Social Grade and Income
10. Overall Quality by Gender, Age, Social Grade and Income
11. Product Quality by Gender, Age, Social Grade and Income
12. Service Quality by Gender, Age, Social Grade and Income
13. Value by Gender, Age, Social Grade and Income
14. Complaints % by Gender, Age, Social Grade and Income
15. Loyalty by Gender, Age, Social Grade and Income
16. UK Model : Supermarket Industry-Wide Customer Satisfaction Drivers
17. About This Research
Companies Mentioned
- ASDA
- Morrison's
- Sainsbury's
- Tesco
- The Co-operative Food
- Waitrose
For more information visit http://www.researchandmarkets.com/research/xm24pb/national_customer
