River Island Customer Satisfaction Analysis

This assignment analyzes customer satisfaction with the clothing retailer River Island. It involves examining trends in customer feedback gathered through surveys, assessing various aspects of the customer experience such as product quality, service, and pricing. The analysis aims to identify areas where River Island excels and areas that require improvement, ultimately providing recommendations for enhancing customer loyalty and business success.

UNIT 17. MARKETING
INTELLIGENCE

1. Stages in customer decision making process
Client is a primary part of a enterprise to be the fruitful one into the marketplace. Enterprise
achievement relies on upon clients and their as well as practices. A man experiences
distinctive stages before settling on the buy choice for an item or administration. The reason
for which product has been availed can be impulsive buying, need based purchasing, lifestyle
or necessity. It is essential to take into consideration buying behaviour of consumers so that
right product could be offered. In the first place phase of the buy basic leadership is client
require. Need is the most critical issue that impacts purchasing choice.
As a man purchase a sandwich to satisfy the need of hungry. In second stage the individual
assemble sufficient data about the item or administration from various sources. Sources can
be close to home source like companions, relatives, and colleagues. Business sources, for
example, ad, sales representatives of the item. Daily paper, magazine additionally act like
wellspring of data and impact the buying choice.
Factual sources likewise have an impact on buying choice by sharing the experience about
the item and administration. after that, the individual assesses every one of the choices that
are accessible into the market and extract the best alternative according to the need.
Subsequent to experiencing these three phases, the individual follow the client by obtaining
the item. Post buy assessment likewise is an essential phase of repurchasing choice.

2. Two theories of buyer behaviour of individual and market
The primary purchaser conduct hypothesis is 'Cognitive Approach to Consumer Behavior'.
This approach which has been selected by the shopper tend to perceive human being as
'information processors' focusing on relative factors of environment and social experiences.
The model which has been selected in this segment is Stimulus-organism-response model.
This model states that there is one-dimensional relationship between impact of stimuli and
response of an individual but does not consider past experiences which are a crucial
determinant of buying behaviour of an individual. Clients additionally are affected by
familiar experience while they buy items. The social action is that, maturity individual ought
to more average than youthful age.

Illustration 1: Model of Consumer Behaviour
(Source: Model of Consumer Behaviour, 2015)
Culture Theory for purchasing conduct likewise is a critical perspective for business to
survey the market. Culture of an area assumes huge part on purchasing choice of the market.
For instance, the vast majority of the natural way of life business are embracing
neighbourhood or territorial culture in their items to develop business in various refined
market. In this time of globalisation advertisers ought to consider culture hypothesis for
purchasing conduct as the most imperative part of business.

3. Three factors that affect buyer behaviour.
Maslow imagine that particular need to satiate their important needs—water, sustenance, and
rest before they can start satisfying bigger amount needs.
There are diverse variables that impact client purchasing conduct and the main considerations
are social element, individual impact, and physiological impact.
Client purchasing choice can be impacted by social component, for example, family
gatherings, social codes, environment and relatives. Social factors tend to influence
behaviour of an individual to a crucial extent. The major classification of social factors are
carried out on grounds of reference groups, family members, relatives and societal roles. The
social being which surrounds an individual in tend to influence buying behaviour. The
recommendation by friends and family are crucial in determination of buying behaviour. The
person belonging to upper class will make attempt to avail luxurious items.
Individual variables additionally impact on buying choice. The imperative individual
variables that impact on purchasing choice that are occupation, age, way of life, and
monetary status. Clearly clients take choice about buy according to their age. Youthful age
utilise stylish items and seniority individuals like conventional item to satisfy the need.
The four noteworthy physiological variables influencing purchaser conduct and they are
inspiration, learning, discernment, and convictions and state of mind (Thibaut, 2017). Each
individual has diverse needs according to the social and family status, however at some point
clients feel propelled to purchase better item then their genuine needs. Client sense/awareness
about any brand likewise impacts the purchasing choice of a man.

In conclusion, culture, attitude, your identity, represent your manner as other single see it.
Economical scientists trust individuals buying items to upgrade how they aware about
themselves. Your gender in addition impact what you buy and how you shop. Women shop
uniquely as compared to men. Be that as it may, some verification this is develop. More
youthful women and gents are start to shop all the more undistinguishable. Individuals
buying typical things in light of their life stages and ages. A man's intelligence age is the
means by old one "feels" oneself to be. To additionally compass buying and associate with
them, companies have started observing all more cautiously at their ways of life (what they
do, how they spend their energy, what their qualities and needs are, and how they see world).
4. Evaluation of relationship between brand loyalty, corporate
image, and repeat purchase:
Brand
It is a something beyond an item in a name; it is the image and state of the item that
"companion" with the client/consumers (Iglesias, Singh, and Batista-Foguet, 2011).
Brand Loyalty
This item alludes by loyalty of buyers within a direction of the particular brand, on the other
hand with this brand's rivals. Purchasers which are brand steadfast don't proficiently change
to several provides in addition to present devotion by developing repeat buys.
Corporate Image
It will be the image of a corporation that is certainly changed to the particular mind of
individuals, which include both partnership's officials in addition to the entire population
(Bravo, Montaner and Pina, 2012). The "photo" gets depending the particular association's
preparations, procedures in addition to operations.

Connection between Brand Loyalty, Corporate Image and Repeat Purchasing
The partnership between dependability on brand , firm picture as well as rehash obtaining
depends on upon the either the brand faithfulness, business firm picture and repetition
acquiring is against or positive. A few of the ideas are interlinked, brand dedication might be
tried if recycle obtaining happens, though not rightful once it heats up does (Thibaut, 2017).
It must be reminded that many tedious obtaining episodes isn't going to indicate devotion
towards brand. A customer may buy that particular item due to it is helpful by then, or as a
outcome in absence of choices. This developed, we can securely express that brand
steadfastness may similarly be accessible if recycle acquiring conduct doesn't occur as a
result of situational necessitate. Obviously, if mark reliability is for some, a confident firm
picture is awaited to general society.
Conclusion
Brand Loyalty, companies Image and Repeat buying are interrelated. On the off chance that
the consumer is brand faithful, it could possibly reflect by again buying conduct. A positive
organisation picture is awaited to the general population by huge brand unwaveringness,
aside from the companies arrangements and systems, which impact its employees.

5. Marketing Research techniques
There are distinctive sorts of statistical surveying procedures that help business firms to
assess the present market circumstance to make the future techniques of business. Market
research can be defined to be an systematic collection of data for analysis so that improved
decision can be formulated by an organisation. River Island can utilise three unique sorts of
statistical surveying methodology to recognise the real circumstance of present market. The
strategies are: survey, observation, personal interviews and field trials.
Survey: In this measure, the enterprise substance will lead overview in higher activity area to
approach higher gathering of people in the meantime. Be that as it may, the particular study
procedure is exorbitant for the enterprise as they should contribute both time and cash to get
the longing outcome.
Observation: In method for statistical surveying likewise can be valuable for River Island to
distinguish how clients purchase or select the item while acquiring. It will give the
unmistakable photo of client's conduct and shopping designs.

Illustration 2: Structure for interviews
Source: Structure for interviews, 2018
Field trials: Business foundations at some point put the new item in some chose stores to
recognise the purchaser reaction about new item. This marker inquire about process helps the
business to alter and change the cost of item according to market request. River Island
additionally can executes Field trials approaches so to obtain additional information relates to
products and services which are to be launched in the market in recent times. The information
obtained from prospects help in formulation of decisions by an organisation.
Personal interviews. Including attentiveness get together, individual meetings integrate
unstructured, open-finished inquiries. People generally retain choosing one hour and are
generally, usually recorded. Man or women meetings (personal interviews) present extra
subjective information than normal surveys. The actual benefits usually are not factually
solid. In fact, core parties in addition to gatherings generate critical items of understanding
into client states connected with head and they are incredible ways to show you difficulties
recognised having completely new objects or maybe management advancement.t

6. Use of Secondary data in market research
Secondary research is basically the presentation of searching out existing exploration and
information. Additional information could be Twitter remarks, articles, diaries, and
significantly more. The best thing about secondary research is that is it rarely free and it as a
rule should be possible rapidly. Your employment as an auxiliary analyst is to find existing
information that can be related to a particular venture.
Statistical surveying/market research can be led through both essential information sources
and optional information sources. There are numerous secondary sources through information
which has been obtained by other scholars which can further be applied upon this study so
that gain a further understanding. The major sources of secondary data collections are
magazines, newspapers, journals, articles and online tools. Secondary information sources
like a few diaries, existing examination work, showcase overview after effect of various
association.
A business element can utilize every current data of present market circumstance while making
business systems or showcasing techniques. Auxiliary research benefits an association to finish
the statistical surveying in a brief span. In this innovative time, the auxiliary statistical surveying
ends up plainly simpler for advertisers as the online access of required information spare time of
up close and personal meetings and other study prepare. It additionally spares the cost of
statistical surveying by diminishing the need of additional work for research work. Gray (2013),
watched that most the dynamic association utilise optional research procedure to set the
exploration question of further research work that is essential for business development. In this
manner, auxiliary research strategy can be utilised as both the information hotspot for statistical
surveying and dependable guide for essential research work.
7. Validity and reliability
The concept of validity and reliability stands crucial in research. It emphasizing on
identifying whether data which has been collected stands value and sources from which
information is obtained are reliable. Remembering a end goal to gauge whether or not the
consistency is done perfectly or otherwise, a unwavering good quality test with the check-up
developments must be finished. Dependability options a uniformity regarding rankings more
than a selected time-frame. The idea can certainly produce a stable outcome in the case of
repetitive estimations. To begin with, a quotes need to be examined since there are chances of
errors that will take place in a estimation procedure. There may be talk faults which are
designed in the delivery regarding research. There may be hit-or-miss blunders that happen to
be surprising in the measuring procedure. A few methods can be utilised to gauge
unwavering good quality regarding stats evaluating developments, for instance, Test-retest
technique, Choice components dependability plus in uniformity dependability technique.
Longevity of analysis might be obtained simply by updating the quality of quotes rather than

rankings together with the by using beneficial exploratory regulate dropping unique elements
(Baker, 2008).
Validity refers to consider credibility of research. The validity of the research will be carried
out on various grounds such as face, construct and content validity. The face validity takes
into consideration face value of the questionnaire. It aims to assess whether questions are
appropriate when it comes to measuring the subject topic. The content related to
questionnaire is to be evaluated on grounds of validity as well. The series of questions in
which they are kept are measured whether they are able abstract in an ideal manner.
The idea the kind of hypothesis which if an rating procedure is not stable in that case it would not
always be named as valid while a estimation might be respectable trustworthy despite the
possibility that it isn't valid. About the off of likelihood that the pursuit developments are not
stable plus respectable in that case it will be 100 % missed plus will not respectable dependable.
8. Marketing research plan
Marketing research plan defines market research approaches which are undertaken so that
maximum impact is to be carried out subject. It is a measure which helps in obtaining
information from various sources in the market so that an organisation is able to place its
products and services in the ideal manner. To gain further understanding on the subject it is
essential to take assistance from market research plan. This examination plan can possibly be
encouraged into two social manners, simply by utilising quantitative approach of research
plan as well as through the use of subjective/qualitative approach of research arrangement.
The quantitative approach look at regarding the level relevant aspects even though the
qualitative approach aims at this focused on buyers extent with do along with their evaluation
towards the potency of merchandise as well as companies many people are experiencing
(Homburg et Aussi Ing, 2012). In accordance with the investigation with problem granted in
terms of this River Island's business, they may have granted a headline in regards to their
sound valuations and capacity along with their dedication in direction of attaining functional
quality. Their prosperous function indicate towards sound stock have and excellent client
gain tip with the business. Using a distinct goal to understand more about regarding the
nature with client government guidelines, this summary gauge of research must possibly be
utilised. In this situation, a study relating to buying behaviour is conducted with the help of
surveys so that ideal information is obtained to form suitable conclusions. This
reaction/evaluation with the buyers might form the real reason for test along with figuring out
the consequence of full marketing research plan.
Interview procedure with shop supervisors will be that right alternative to get must have
information by qualitative analysis prepared. The quantitative research information will be
broke down with the help of assistance of MS Excel factual instrument to represent the
particular test with the help of graphs.

9. Market size and market trends for fashion industry
According to (Mintel August 2003), clients of United Kingdom get a kick out of the chance
to purchase garments more than the other required items. The marketers carrying out their
operations in the United Kingdom market tends to take advantages of the buying behaviour
of consumers so that better sales could be achieved. The growth of fashion industry have
emerged to be slow contrasting with their forecasted growth. This industry have been able to
achieve growth of 1.7% in the period beginning from 2010 to 2015 and has been forecasted
that this industry will experience a higher growth in the coming years.
The majority of the business rate of attire industry originates from ladies' apparel. 43 percent
offer of UK form industry originates from ladies' wear and the best client base for the
business in 18-44 years of age ladies of the nation. The market trend additionally
demonstrates that most the purchaser impacted by their friends and relatives, in light of the
fact that the famous people impact simply just 17 percent of purchasers. In this manner, one
might say that the market pattern of this business has not controlled by other enterprise like
sport business and games industry. According to the market tendency, River Island needs to
acquaint new plan with draw in youthful era clients to develop the business.
10. Competitor Analysis
Competitor investigation is likewise key for leading the industry as it must be. Competitor
examination helps the enterprise to distinguish the quality and shortcoming of their
opponents of secondary. Achievement of promoting arrangement likewise relies on upon
competitor research or study. In this procedure, the business needs to spot their genuine
rivals.
River Island is a London-headquartered high-street design brand name, that performs in
several world-wide markets. This organisation is known to possess an experience of more
than 60 years in the fashion retailing. The products and services for this enterprise are offered
through it distribution network of more than 350 stores and several e-commerce websites.
The financial dealings of this organisation are carried in more than 4 renowned currencies
worldwide. The major products of this casual wear, denims, occasion wear, footwear and
accessories.
The main competitors of River Island are Top Shop, Zara and Mango.

Solid administration is the strength of Top Shop and Mango through which they can confront
each adjustment in business condition successfully, because of high obligation in market they
are not ready to be the quick fashion clothing supplier of the market. A few opponents
likewise have less concentrate on fast change of the market drift. Along these lines, the
business can give distinctive new items in a few target advertise with sensible cost. It will
give them energy to confront the market rivalry likewise. UK form showcase additionally has
high potential and it will develop in late future, so that River Island can actualise the
methodology of new item for specific market to increase competitive advantage.
11. Opportunity and threats for new product
Opportunities:
 Finding new markets in different countries

 Working on relationship with other manufacturers

 Continuous branding strategies
This organisation possess potential of expansing into emerging markets so that better
sales could be attained and market growth is availed. The renewal of branding strategies
helps in providing fresh overview to existing brand reputations.

The social state of the nation is an open door on the grounds that the majority of the youthful
era individuals work to satisfy their own needs. It holds the income inside youthful age
generation, and River Island may utilize this as an open door.
Threats:
The reduction of price by major competitors is a major threat to this organisation
The availability of low priced jewellery in the market is another threat
Big discounts and emergence of new brands hamper the business growth
To successfully launch a product it is essential to conduct a systematic planning so that
crucial activities are allotted with right times and resources for their ideal completion. The
tool of Gantt chart is further deployed so that framework could be established.

12. Two techniques to assess customer response
With a specific purpose to evaluate shopper side effects a handful of solutions may be used
though the most generally utilised tend to be personally questionnaire and on the net surveys.
Critique and survey give the complaint of your clients as well as assist the institutions in learning
side effects regarding their clientele, employees, vendors therefore on. The customer visiting
business are persuaded to critique products and services of an enterprise through a feedback form.
This critique help an organisation in being familiar with the aspects which are to be improved so
that better results could be achieved and simultaneously uplifting customer experience.
The survey is likewise valuable for the surveyor as the surveyor can put a few inquiries in a
poll that gathers enormous information in a similar time. Clients don't like to take part in
overview prepare more than once. Thus, the strategy of study gives the organization an
essential information source to evaluate the client observation about the brand. Both
procedures to evaluate client reaction are useful for the business concern yet the surveyor
need to execute the system according to the aim of the association.

13. Customer satisfaction survey for River Island
Above all else in the outlining of survey, essential inquiries are asked first like the client's
name, age, education, gender and many more. Taking after inquiries regarding River Island's
items or companies need to be enquired in the clients.
1) Age of respondent?
• 16-22 years
• 23-32 years
• 33-42 years
• 43-52 years
• 52 – above 60 years
2) Gender of the respondent?
• Female
• Male
3) Are you a River Island customer?
• Yes
• No

4) Are you satisfied with the type of services and products offered by River Island?
• Fully Satisfied
• Little Satisfied
• Not Satisfied
5) How often you purchase from River Island?
• Once a year
• Every half a year
• Once in 30 days
• Every week
6) Do you like all the products of River Island?
• Yes
• No
• I do not know
7) How possible might you advocate to help your friends and relatives River Island?
• Very possible
• Quite possible
• Little possible
• Very possible
8) If yes, then which is the reason?
• Good Quality
• Customer approach
• Price
• Variety
• All of the above

9) How would you rate your overall experience in/with River Island?
• Good
• Medium satisfied
• Excellent
• Negative
10) Do you wish to allow some feedback for enhancements?

It has been identified from the research that major customer segment of this
organisation belong to the age group of 16-35 years of age. The maximum visitors comes
under women segment and are either students or full time working ladies. There possessing
certain information will help an organisation into producing and delivering right fashion
products to the prospects.
14. Customer satisfaction survey – discussion
Using the examine guided the actual success of River Island can always be applied by way of
generating summary linen from the tendencies written by numerous clients. Most importantly,
many of the tendencies need to be looked at well. For each question asked for a survey is
definitely maintained concerning the major area of the feedback. From there the entire reaction of
the actual buyers in terms of numerous variables such as purchaser question paying off
administration along with feedback involving happiness stage from the buyers can be assessed.
River Island is able to measure the success involving the analysis if a substantial majority of
buyers hands their particular tendencies for the questionnaire (online or perhaps store). An
individual dedication unit could breakdown many of the inputs unveiled from the buyers and
the results are in that case mailed to the top-level administration to get deciding on
renovations along with appropriate alternatives for the actual wellbeing along with
accomplishment from the organisation. River Island in accessory for stage is that it
endeavours to draw in using its buyers over their rivals, to put together a more reliable
customer, that likewise give River Island a focused entirely on their competitors.
After all the talk about consumer loyalty overview one might say that clients of UK market
are happy with River Island items and client benefit. Clients likewise get a kick out of the
chance to prescribe others to expend the brand this is the solid confirmation of consumer
loyalty on the brand.
Fulfilled clients constantly jump at the chance to prescribe others to demonstrate their
fulfilment in direction of the brand. On the previously mentioned review, it likewise has
come to realise that, clients of UK market are happy with the new result of River Island that
has launched by them for youthful age clients.
Our research study demonstrates that River Island have business potential into UK market
and they can satisfy the client need by improving new items according to the market request.
They can utilize the market chance to develop business and treaths of market likewise can be
decreased by utilizing appropriate advertising and marketing concepts based on statistical
surveying systems.

It can be concluded that River island is successfully carrying its operations in the market and
out of respondents 62.6% of the people believe that products and services which are delivered
are excellent and venturing into shoe segment will be profitable for this organisation. The
people who believer that there is an scope for improvement must be addressed so that better
profitability could be achieved.