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Brand Overview: Retail - UK - October 2019

“Big name retailers including eBay and Paperchase have sought to raise the profile of small local businesses, while at the same time creating a more community-focused image for themselves. This raises the question of whether there are significant opportunities to investigate the potential benefits of incubating start-ups, in much the same way as we have seen become more popular in CPG sectors.”

- Richard Hopping, Senior Brand and Household Analyst

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Table of contents

  1. Overview

    • What you need to know
      • Products covered in this Report
      • Executive Summary

          • Brand leaders
            • Usage in the last year demonstrates current market trends
              • 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
              • 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
              • 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
              • 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
              • 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
              • 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
                • 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
                • 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
                • 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
                • 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
                • 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

                • 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

                            • Few surprises over which retailers are most likely to have been used
                              • 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
                              • 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

                            • Boots stands out on trust
                              • 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

                              • Big supermarkets under more pressure from Aldi
                                • 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

                              • Amazon’s all-round image drives standout
                                • 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

                                  • Amazon maintains high satisfaction level
                                    • 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
                                    • 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

                                    • 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

                                              • Beauty retailers have an advantage over other sectors
                                                • 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

                                                    • M&S leads for customer service
                                                      • Challenge for physical stores to up their customer service reputation
                                                        • 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
                                                        • 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

                                                        • IKEA is considered most innovative retailer
                                                          • 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
                                                            • 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

                                                                • Perception of exclusivity reliant on prices and outlet numbers
                                                                  • 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
                                                                  • Figure 25: Top ranking of brands operating in the retail sector, by agreement with “Aspirational”, January 2017-July 2019
                                                              • Retailers and Value

                                                                • Amazon and eBay noted for value
                                                                  • 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

                                                                      • Pure-players far ahead of the rest for online service
                                                                        • 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

                                                                              • Abbreviations
                                                                              • Appendix – Brands Covered

                                                                                Brand Overview: Retail - UK - October 2019

                                                                                £2,195.00 (Excl.Tax)