UKCSI Retail (Food) Sector Report - January 2017

A national measure of customer satisfaction in the Retail (Food) sector. It measures over 30 measures of the customer experience in 11 organisations.

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UKCSI Retail (Food) Sector Report - January 2017

Drawing its data from 3,000 individual customer experiences, the latest UKCSI Retail (Food) Sector Report provides you with a strategic overview of the sector’s performance in the UK as a whole and for individual organisations within the sector.

Last updated: July 2017

Format: PDF

Price: £1,350.00 (excluding VAT)

The latest UKCSI shows that customer satisfaction for the Retail (Food) sector remains stable, above the UK all-sector average.

Retail (Food) has the highest proportion of recent customer interactions which were “right first time”, and Retail (Food and Non-food) customers expend the least amount of effort in dealing with organisation.

Compared to other sectors, there is a relatively narrow gap, between the highest and lowest scoring organisations. The biggest gaps between these organisations are around reputation, product/service quality and reliability, and speed of service in person. 

3 of the 11 Retail (Food) sector organisations have improved by one point or more since January 2016. The top performing and most improved organisation is M&S (food). 

In addition, the report examines the attributes of the customer experience most important to customers in the sector and how this compares to customer satisfaction for these measures. It contains benchmarking of sector and national results on key complaints measures, evaluates channel usage and satisfaction, explains the importance of organisations getting it right first time, and analyses overall customer satisfaction against reputation, customer effort, trust, loyalty and NPS.

The report also gives an indication about what organisations in the sector should do to improve their customers’ experience.