UKCSI Retail (Non-food) Sector Report - January 2017

A national measure of customer satisfaction in the Retail (Non-food) sector. It measures over 30 measures of the customer experience in 26 organisations.

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UKCSI Retail (Non-food) Sector Report - January 2017

Drawing its data from 3,000 individual customer experiences, the latest UKCSI Retail (Non-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 Retail (Non-food) sector is the best performing of any sector. 

The latest UKCSI shows that customer satisfaction for the Retail (Non-food) sector has improved slightly. The sector outperforms the UK all-sector average for most customer experience measures, particularly on price/cost and measures around dealing with complaints. However, compared to a year ago, satisfaction with measures around managing complaints have fallen – the only sector to do so.

11 of the 26 Retail (Non-food) sector organisations have improved by at least one point since January 2016. Amazon.co.uk remains the best performer in the sector and in the UKCSI overall, and Holland & Barrett has registered the biggest year on year improvement in the sector.

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.