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| Retail Burn |
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| This month, the most talked about retailers, according to SnapShop and the Retail Burn, include Morrisons,
Waitrose,
John Lewis,
H&M ,
Ocado,
Subway,
Ed's Easy Diner,
Marston's,
Primark,
Schuh,
Coggles,
Punky Fish,
Wickes,
Maplin,
Vodafone,
BHS,
Esprit,
Ernest Jones: Love & Life,
H Samual and
Walmart.
The retailer with the highest number of positive news articles in May was Morrisons, with the announcement that the supermarket is to launch an online food operation and has agreed a long term agreement with Ocado Group plc.
Walmart is at the other end of the scale, after having to pay $82m (£54m) in civil and criminal charges after pleading guilty to dumping hazardous waste in California and Missouri.
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| The FSP Retail News Index is a 3 month moving average measure of sentiment in reported retail news stories.
The May RNI index for All Retailers went up to 101, from 100 in April.
Leisure, Clothing & Footwear and Food & Beverage also saw an increase in May. Food & Beverage saw the biggest increase and remains the highest index.
Grocery and Personal remained the same compared to last month.
Household, after seeing no change for the last 3 months, has dropped to 99 from 100.
For the full report, click here.
FSP on average reviews over 350 unique items of retailer news. Each article is scored according to sentiment. RNI is the sum of these scores indexed against 2005 and averaged over a three month period. The RNI time series for all retailers starts from May 2002. |
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| Product Focus |
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Net Promoter Score
At FSP we believe that retail research should start with a question – would you recommend this destination to a friend? Asking this one simple question provides a hugely useful piece of information to our clients.
This provides the basis of the Net Promoter Score – FSP’s method for measuring customer satisfaction. Respondents are classified as Promoters, Detractors or Passive. A positive Net Promoter Score (NPS) means there are more Promoters than Detractors, a negative score means more Detractors than Promoters.
Proud holders of a positive NPS should not rest of their laurels – FSP also analyses which consumer groups have high and low scores, and who therefore, are relatively unsatisfied compared with other consumer groups.
An example of this would be older visitors having lower scores, meaning that the offer of a Shopping Centre may have become too Young and that more appropriate retailers need to be added. Clothing and Footwear retailers are the most obvious indicators of market positioning and FSP’s bespoke segmentation system FISH makes it easy to match retailer with shoppers to provide the optimum shopping offer.
In some cases, a significantly negative NPS is indicative of deep-seated perception issues that need to be addressed. Consumers may shop at a location not because they want to, but because they have to.
At FSP we work with a wide range of destinations, providing help and advice on increasing the Net Promoter Score by improving the shopping environment, enhancing the tenant mix and providing appropriate leisure facilities.
So why not work with FSP and start by asking one simple question?
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