Wickes continues to satisfy
Published: 15 December, 2009
MAHARASHTRA, INDIA: Wickes has topped the DIY Consumer Satisfaction Index rising from third place a year ago, in the Aarkstore Enterprise-Consumer Satisfaction Index 2008: UK DIY.
The main reason for Wickes'change is an increase in its rating for range where Wickes has jumped from fourth place to second.
B&Q slips to second position after four years ranked as number one.
"In an intensely competitive retail market, keeping customers satisfied has never been more important. Retailers need to understand how they satisfy their shoppers in order to enhance their appeal and increase customer loyalty. Moreover, an insight into what drives customer satisfaction at competitors is essential to win customers from them," the report said.
B&Q's decline is mainly relative, with a satisfaction score only two points down on 2007. B&Q's score for range has held steady and remains far ahead of its nearest challenger, the report said.
High street generalist Wilkinson falls to third position. Wilkinson's key draw is its price positioning. In contrast to other factors, the retailer's score for price has strengthened over the year and is now 22 points clear of its nearest rival, Wickes, the report said.