IKEA is UK's favourite retailer

LONDON, UK: A poll of over 6 000 consumers, carried out by Verdict Research (one of the Datamonitor group of companies), reveals that Swedish furniture specialist IKEA is the nation's favourite retailer. IKEA's win demonstrates the importance of fulfilling consumer needs each time they visit your store or website with the right product mix. The retailer knows its consumers well and meets their needs consistently.

Maureen Hinton, practice leader at Verdict, comments: "IKEA's move from second place last year to top the polls in 2012 reflects the strength of its offer at a time when consumers are cutting back on spending on the home. It has an extensive, stylish, range at attractive prices and with the majority of consumers on a tight budget it has something for everyone wanting to brighten up their home."


Indeed, range and price are two key areas where IKEA has impressed its shoppers - both factors gaining high scores.

2012 Rank	Retailer
1	IKEA
2	Bonmarché
3	John Lewis
4	Play.com
5	H&M

Table shows the top five overall retailers in the Consumer Satisfaction Index 2012Source: Verdict Research


Clothing retailer Bonmarché took second place this year. The retailer's shoppers are particularly happy with the range and quality of the instore offer. According to Hinton, "Bonmarché has a niche target, the mature female shopper, but these women are well served by the retailer, and this is reflected in its score."


What makes customers loyal
Last year's winner John Lewis has come in third. John Lewis continues to top the polls by a ten point margin in terms of service and also holds the second highest score for quality. These credentials remain at the heart of what makes John Lewis shoppers among the most loyal. 


As well as overall scores, the index looks at the winners in each sector:

Sector	Top retailer	Second retailer	Third retailer
Clothing	Bonmarché	H&M	Marks & Spencer
DIY	Wilkinson	B&Q	Wickes
Footwear	Asda	M&S	JJB Sports
Food & grocery	Waitrose	Asda	Morrisons
Entertainment	Play.com	Amazon	Asda
Personal care	Asda	Morrisons	Boots
Homewares	IKEA	M&S	John Lewis
Electricals	John Lewis	Amazon	Comet

The top three retailers in each retail sector 2012 Source: Verdict Research


"Value remains top of mind for consumers this year. However, this is reflected not only in seeking low prices, but in prioritising quality, service and range. Consumers have higher expectations from their preferred retailer and seek a shopping experience that ticks all the boxes." says Hinton.


This year Verdict is revealing, for the first time, new awards categories to reflect outstanding performances in consumer satisfaction levels in relation to the key drivers of consumer satisfaction; price, range, service and quality.

Category	Winning retailer
Price	Primark
Range	Schuh
Service	John Lewis
Quality	Waitrose

The top retailer by satisfaction measure 2012 Source: Verdict Research

SOURCE

Datamonitor
Datamonitor is a leading provider of online database and analysis services for key industry sectors. We help our clients, 5000 of the world's leading companies, to address complex strategic issues. Through our proprietary databases and wealth of expertise, we provide clients with unbiased expert analysis and in-depth forecasts for seven industry sectors: automotive, consumer markets, energy, financial services, pharmaceuticals and healthcare, technology, transport and logistics.
Go to: http://www.datamonitor.com

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