Table of Contents
Overview
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- What you need to know
- Products covered in this Report
Executive Summary
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- Brand leaders
- Usage in the last year demonstrates current market trends
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- Figure 1: Top ranking of brands operating in the retail sector, by usage in the last 12 months, January 2017-July 2019
- Boots stands out on trust
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- Figure 2: Top ranking of brands operating in the retail sector, by agreement with “A retailer that I trust”, January 2017-July 2019
- Big supermarkets under more pressure from Aldi
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- Figure 3: Top ranking of brands operating in the retail sector, by commitment (net of “I prefer this retailer over others” and “It’s a favourite retailer”, January 2017-July 2019
- Amazon’s all round image drives standout
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- Figure 4: Top ranking of brands operating in the retail sector, by differentiation (net of “It’s somewhat different from others” and “It’s a unique retailer”, January 2017-July 2019
- Amazon maintains high satisfaction level
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- Figure 5: Top ranking of brands operating in the retail sector, by positive endorsement (net of “good” and “excellent” reviews), January 2017-July 2019
- Dunelm’s recommendation level forecasts growth
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- Figure 6: Top ranking of brands operating in the retail sector, by likely recommendation, January 2017-July 2019
- Brand reputation
- Beauty retailers have an advantage over other sectors
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- Figure 7: Top ranking of brands operating in the retail sector, by agreement with “Ethical”, January 2017-July 2019
- M&S leads for customer service
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- Figure 8: Top ranking of brands operating in the retail sector, by agreement with “A retailer that has great customer service”, January 2017-July 2019
- Perception of exclusivity reliant on prices and outlet numbers
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- Figure 9: Top ranking of brands operating in the retail sector, by agreement with “Exclusive”, January 2017-July 2019
- Amazon and eBay noted for value
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- Figure 10: Top ranking of brands operating in the retail sector, by agreement with “A brand that offers good value”, January 2017-July 2019
- Pure-players far ahead of the rest for online service
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- Figure 11: Top ranking of brands operating in the retail sector, by agreement with “A brand that provides a great online service”, January 2017-July 2019
- What we think
Brand Leaders – What You Need to Know
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- Usage in the last year demonstrates current market trends
- Boots stands out on trust
- Big supermarkets under more pressure from Aldi
- Amazon’s all-round image drives standout
- Amazon maintains high satisfaction level
- Dunelm’s recommendation level forecasts growth
Usage of Retailers
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- Few surprises over which retailers are most likely to have been used
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- Figure 12: Top ranking of brands operating in the retail sector, by overall usage, January 2017-July 2019
- Usage in the last year demonstrates current market trends
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- Figure 13: Top ranking of brands operating in the retail sector, by usage in the last 12 months, January 2017-July 2019
Trust in Retailers
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- Boots stands out on trust
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- Figure 14: Top ranking of brands operating in the retail sector, by agreement with “A retailer that I trust”, January 2017-July 2019
- Amazon invites people in
Retailer Preference
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- Big supermarkets under more pressure from Aldi
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- Figure 15: Top ranking of brands operating in the retail sector, by commitment (net of “I prefer this retailer over others” and “It’s a favourite retailer”, January 2017-July 2019
Retailer Differentiation
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- Amazon’s all-round image drives standout
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- Figure 16: Top ranking of brands operating in the retail sector, by differentiation (net of “It’s somewhat different from others” and “It’s a unique retailer”, January 2017-July 2019
- Retail brands stand out for a specific reason
- Cutting-edge and aspiration mark two potential areas to target
Satisfaction and Recommendation
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- Amazon maintains high satisfaction level
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- Figure 17: Top ranking of brands operating in the retail sector, by positive endorsement (net of “good” and “excellent” reviews), January 2017-July 2019
- Dunelm’s recommendation level forecasts growth
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- Figure 18: Top ranking of brands operating in the retail sector, by likely recommendation, January 2017-July 2019
- Adapting to consumer needs
Brand Reputation – What You Need to Know
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- Beauty retailers have an advantage over other sectors
- M&S leads for customer service
- Perception of exclusivity reliant on prices and outlet numbers
- Amazon and eBay noted for value
- Pure-players far ahead of the rest for online service
Ethical Retailers
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- Beauty retailers have an advantage over other sectors
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- Figure 19: Top ranking of brands operating in the retail sector, by agreement with “Ethical”, January 2017-July 2019
- Pushing back against fast fashion
- Fighting the good fight
- Packaging and waste
Retailers and Customer Service
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- M&S leads for customer service
- Challenge for physical stores to up their customer service reputation
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- Figure 20: Top ranking of brands operating in the retail sector, by agreement with “A retailer that has great customer service”, January 2017-July 2019
- Welcoming image dependent on staff members
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- Figure 21: Top ranking of brands operating in the retail sector, by agreement with “Welcoming”, January 2017-July 2019
- Dunelm’s service leads to recommendation level
Retailers and Innovation
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- IKEA is considered most innovative retailer
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- Figure 22: Top ranking of brands operating in the retail sector, by agreement with “A brand that is innovative”, January 2017-July 2019
- Online pure-players still hold innovative reputation
- Fashion brands more cutting edge
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- Figure 23: Top ranking of brands operating in the retail sector, by agreement with “cutting-edge”, January 2017-July 2019
- Established retailers striving to stay relevant
- Virtual reality retailers
- Microfarms feature in Marks & Spencer
Premium and Prestige Retailers
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- Perception of exclusivity reliant on prices and outlet numbers
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- Figure 24: Top ranking of brands operating in the retail sector, by agreement with “Exclusive”, January 2017-July 2019
- Cachet from premium brands, but an opportunity still exists
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- Figure 25: Top ranking of brands operating in the retail sector, by agreement with “Aspirational”, January 2017-July 2019
Retailers and Value
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- Amazon and eBay noted for value
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- Figure 26: Top ranking of brands operating in the retail sector, by agreement with “A brand that offers good value”, January 2017-July 2019
- Price is an easy indicator of value
- Poundland moves away from its heritage
- Card Factory and Aldi align value proposition
Retailers and Online Service
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- Pure-players far ahead of the rest for online service
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- Figure 27: Top ranking of brands operating in the retail sector, by agreement with “A brand that provides a great online service”, January 2017-July 2019
- Retailers continue to up online services
- The pushback against online revolves around local businesses
- Other brands get behind physical channels
Appendix – Data Sources, Abbreviations and Supporting Information
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- Abbreviations
Appendix – Brands Covered
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