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 2012 Source: 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."
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
© Verdict Research 2012
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