During a period of restricted discretionary spend and low consumer confidence, it is imperative that retailers know who their core customer base is and how they should be targeting them. UK Customer Insights 2012 are based around individual retailers and provide a highly detailed, data-rich overview of a retailer's customers, including shopper profiles and the drivers of loyalty and disloyaltyIdentify how the retailer drives loyalty and which stores are favoured by disloyal customers to improve your own shopper penetrationUnderstand which strategies are most effective at driving customer loyalty in clothing and justify your own business investments. Data is segmented regionally and by demographic and socio-economic group to enable you to identify which customer groups offer the most opportunities. A comprehensive analysis of a retailer's customer profile. How has the profile of the consumers shopping at the clothing retailer changed over the past year and what has caused this? What drives consumers to shop for clothing at the retailer? What makes them disloyal? How many other stores do your shoppers use for clothing and what stores are these? Will these be a threat going forward?

AT A GLANCE SUMMARY

•Marks & Spencer clothing

SHARE OF SHOPPERS

Marks & Spencer share of shopper by demographics

•Marks & Spencer share of shopper by TV region

•Marks & Spencer penetration of shopper by household characteristics

•Marks & Spencer share of shoppers by other characteristics and ACORN classification

CONVERSION AND NON-CONVERSION

•Marks & Spencer conversion of visitors to main user by demographics and region

•Marks & Spencer conversion of visitors to main user by household characteristics

•Non-converting customers

PROFILE OF SHOPPERS

•Marks & Spencer profile of shoppers by television region

•Marks & Spencer profile of shoppers by household characteristics

•Marks & Spencer profile of shoppers by other characteristics and ACORN classification

LOYALTY

•Marks & Spencer loyalty of main users by demographics and region

•Marks & Spencer loyalty of main users by household characteristics

•Marks & Spencer basic drivers of loyalty and disloyalty

•Marks & Spencer detailed drivers of loyalty

COMPETITION

•Cross sector competitor dynamics

APPENDIX

•Methodology

- The selection of parliamentary constituencies

- The selection of enumeration districts

- The selection of respondents

- Post survey weighting

•Further reading

•Ask the analyst

•Global Retail FreeView

•Verdict consulting

•Disclaimer

TABLES

•Table: Key performance indicators for Marks & Spencer in clothing•Table: Marks & Spencer changes in visitor share (%) 2008–12•Table: Marks & Spencer changes in main user share (%) 2008–12•Table: Visitor and main user penetration of ACORN classification (%) 2012•Table: Marks & Spencer changes in conversion rate (%) 2008–12•Table: Marks & Spencer changes in non-conversion rate (%) 2008–12•Table: Main stores non-converters use instead of Marks & Spencer 2012•Table: Marks & Spencer visitor and main user profiles by ACORN classification (%) 2012•Table: Marks & Spencer changes in loyalty (%) 2008–12•Table: Marks & Spencer changes in disloyalty (%) 2008–12•Table: Marks & Spencer drivers of loyalty 2008–12•Table: Marks & Spencer drivers of disloyalty 2008–12•Table: Marks & Spencer detailed drivers of loyalty 2012•Table: Cross sector matrix shopping 2012•Table: Other retailers used 2012•Table: Sample sizes by sector 2012

FIGURES

•Figure: Visitor share 2008–12•Figure: Main user share 2008–12•Figure: Visitor share by demographic group 2012•Figure: Main user share by demographic group 2012•Figure: Marks & Spencer visitor share by television region 2012•Figure: Marks & Spencer main user share by television region 2012•Figure: Marks & Spencer visitor and main user share by household tenure 2012•Figure: Marks & Spencer visitor and main user share by number of people in household 2011•Figure: Marks & Spencer visitor and main user share by children in household 2012•Figure: Marks & Spencer visitor and main user share by number of cars in household 2012•Figure: Marks & Spencer visitor and main user share by working status 2012•Figure: Marks & Spencer visitor and main user share by marital status 2012•Figure: Conversion rates 2008–12•Figure: Conversion rates by demographic group 2012•Figure: Marks & Spencer conversion rates by region 2012•Figure: Marks & Spencer conversion rates by household tenure 2012•Figure: Marks & Spencer conversion rates by number of people in household 2012•Figure: Marks & Spencer conversion rates by children in household 2012•Figure: Marks & Spencer conversion rates by number of cars in household 2012•Figure: Marks & Spencer non-conversion rates 2008–12•Figure: Marks & Spencer non-conversion rates by demographic group 2012•Figure: Demographic profile of non-converting Marks & Spencer visitors 2012•Figure: Regional profile of non-converting Marks & Spencer visitors 2012•Figure: Marks & Spencer visitor profile by demographic group 2012•Figure: Marks & Spencer main user profile by demographic group 2012•Figure: Marks & Spencer visitor profile by region 2012•Figure: Marks & Spencer main user profile by region 2012•Figure: Marks & Spencer visitor and main user profile by household tenure 2012•Figure: Marks & Spencer visitor and main user profile by number of people in household 2012•Figure: Marks & Spencer visitor and main user profile by children in household 2012•Figure: Marks & Spencer visitor and main user profile by number of cars in household 2012•Figure: Marks & Spencer visitor and main user profile by working status 2012•Figure: Marks & Spencer visitor and main user profile by marital status 2012•Figure: Loyalty 2008–12•Figure: Marks & Spencer disloyalty 2012•Figure: Loyalty by demographic group 2012•Figure: Marks & Spencer loyalty by region 2012•Figure: Marks & Spencer loyalty by household tenure 2012•Figure: Marks & Spencer loyalty by number of people in household 2012•Figure: Marks & Spencer loyalty by children in household 2012•Figure: Marks & Spencer loyalty by number of cars in household 2012•Figure: Marks & Spencer – other clothing stores used•Figure: Preference stores 2012•Figure: Sectors shopped 2012

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