Look Towards A New Future

Aug 23, 2012

UK Consumer Satisfaction Index 2012 DIY & Gardening

Verdict Research – UK Consumer Satisfaction Index 2012 for DIY & gardening is based around individual retailers and provides a highly detailed, data-rich overview of a retailer's customers, drawing on a nationwide survey of 6,000 shoppers each year.

Features and benefits
  • Measure and rank your performance in customer satisfaction in the sector and assess how this has changed using six years of history (2007-2012)
  • Includes ratings for price, range, quality, service, convenience, ambience, layout and facilities. Use these to understand strengths and weaknesses
  • Identifies the biggest CSI winners and losers in DIY & gardening this year, highlighting those that pose the greatest threat to your business
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Report Details:

Published: August 2012
Price: Single User License:US$ 3995 Corporate User License:US$11985

Wilkinson has recorded the greatest increase in points on last year to climb from third in 2011 to come top in 2012 for DIY & gardening. Areas where it has improved greatly were price and quality which will help boost its value credentials and appeal to a more frugal customer.

B&Q have maintained their second position in 2012, remaining the best for range and becoming top for ambience and layout. However, price and quality remain areas of weakness for the retailer, with both being below the sector average. The introduction of a greater proportion of directly sourced and common products should help improve these areas.

With its overall score down by 15, Homebase is now bottom among profiled retailers in 2012. Indeed, Homebase was below the DIY sector average in six of the eight drivers. Its strategy of leveraging its recently acquired Habitat brand into DIY, which will help improve its quality credentials, is therefore a sensible move.

Your key questions answered
  • What is driving satisfaction for different retailers in DIY & gardening? Which retailers have improved the most?
  • What are your competitors' strengths and weaknesses and how can you exploit them by adapting your own strategies?
  • How are drivers of satisfaction changing in terms of importance in the consumers' eyes? What impact is the economy having on drivers of satisfaction?