Issue link: https://viewer.e-digitaledition.com/i/955917
footwearinsight.com March/April 2018 ~ Footwear Insight • 31 Rate Your Satisfaction With Factors Of The Shopping Experience: Note: the study did not distinguish between brand-owned stores such as Nike and multi-brand stores, such as DSW. How satisfied were you with your most recent shopping experience at this shoe retailer? How likely are you to recommend this shoe retailer to a friend or family member? Not at all Satisfied Satisfied Not at all Likely Very Likely 3% (168) 4% (209) 7% (339) 6% (326) 20% (1,042) 22% (1,124) 31% (1,573) 29% (1,472) 39% (1,984) 39% (1,976) 30% 32% 70% 68% 1 2 3 4 5 1 2 3 4 5 About 1 In 3 Were Dissatisfied and Would Not Recommend the Shoe Retailer Nike Leads the Composite Loyalty Index, With Skechers In a Close Second Place Composite Loyalty Index Shoe Retailers Q2018 Q2017 45% 45% 44% 42% 40% 41% 39% 39% 36% 32% 33% 31% 32% 31% STORE ATMOSPHERE RETAILER % TOP BOX Nike 40% Foot Locker 40% Skechers 39% DSW Shoes 32% Payless Shoes 31% Famous Footwear 31% Shoe Carnival 30% Overall Score 35% MERCHANDISE SELECTION RETAILER % TOP BOX Skechers 38% Nike 38% Foot Locker 36% Shoe Carnival 34% DSW Shoes 32% Famous Footwear 27% Payless Shoes 24% Overall Score 32% EASE OF FINDING WHAT NEEDED RETAILER % TOP BOX Foot Locker 40% Nike 39% Skechers 38% Famous Footwear 34% Shoe Carnival 32% DSW Shoes 29% Payless Shoes 28% Overall Score 34% CUSTOMER SATISFACTION FACTORS 7 ABILITY TO FIND CORRECT SIZE RETAILER % TOP BOX Nike 44% Skechers 43% Foot Locker 42% Shoe Carnival 36% Famous Footwear 36% Payless Shoes 35% DSW Shoes 34% Overall Score 39% SPEED OF CHECKOUT RETAILER % TOP BOX Skechers 47% Payless Shoes 46% Famous Footwear 45% Foot Locker 43% Shoe Carnival 42% Nike 39% DSW Shoes 34% Overall Score 42% VALUE FOR MONEY SPENT RETAILER % TOP BOX Skechers 41% Payless Shoes 40% Nike 39% Famous Footwear 35% Shoe Carnival 35% DSW Shoes 32% Foot Locker 32% Overall Score 37% ABILITY TO CREATE A "LOOK" RETAILER % TOP BOX Nike 37% Skechers 36% Foot Locker 35% Famous Footwear 30% DSW Shoes 28% Shoe Carnival 27% Payless Shoes 26% Overall Score 21% 1 2 3 4 5 6 7 Nike Skechers DSW Shoes Foot Locker Shoe Carnival Payless Shoe Famous Footwear