RetailSat
RetailSat is a new syndicated, quarterly tracking study which measures and benchmarks the satisfaction, loyalty and advocacy of a sample of in-store and online shoppers towards 70+ multi-channel retailers
Each quarter, 500 UK adults are surveyed on their shopping behaviour and attitudes, during the previous 30 days, in 4 multi-channel categories:
- food, drink & grocery
- clothing, footwear, accessories, jewellery
- electricals & technology
- homewares, DIY, garden
Data is provided on:
- the main & secondary food & grocery retailers visited, in-store & online
- non-food retailers visited in three selected categories (clothing, electricals, homewares), in-store and online
In each case, we measure:
- customer satisfaction by channel
- likelihood to return and/or recommend
- reasons for dissatisfaction
Insight questions include:
- what are the main differences in customer satisfaction, loyalty and advocacy between retailer, category & channel?
- how does customer satisfaction vary by visitor/shopper demographic and over time?
- does customer satisfaction with specific retailers vary according to which channel is used or in which category?
- which retailers have the highest visit/purchase ratios by category and channel?
- what is the relationship between retailers and channels used eg percentage of tesco in-store shoppers who also visited johnlewis.com
The report is designed to show both top line data and detail on individual products and channels. Senior management can see at a glance how the company has performed, both in absolute terms and compared to competitors. Product and channel managers can see highly detailed data on their own areas of interest.
The main report is in Powerpoint, backed up by a full data file in Excel and verbatim comments.
For examples of reporting styles, click here (pdf)
