Archive

Archive for the ‘Consumer Intentions & Actions Survey’ Category

2011 Customers’ Choice Award Winners

January 19, 2012 4 comments

For those of you unable to attend the NRF BIG Show this year (or who may have been hibernating under the retail rug), winners were announced this week for the 2011 Customers’ Choice Awards.

For the past several years, we’ve been pleased to provide the research behind the Customers’ Choice Awards to the NRF Foundation /American Express…research which (of course) comes straight from the thoughts of more than 9,000 consumers in our monthly survey.

While finding out which retailers rated tops among consumers is exciting, it’s always interesting to see why a particular retailer received a vote [because we ask that, too.] Results to this unaided, write-in question are available by request to the relevant retailer on a case by case basis, but we thought it’d be interesting to share a few for the Top 10 retailers:

1.       Amazon.com

“Amazon always does an excellent job fixing any problems that come. They’ll give you a quick refund or send a replacement item immediately. If the shipping takes longer than expected, they’ll refund the cost of shipping or give you store credit. They really got the extra mile to prove that they actually care about your business.”

“I have shopped with them for many years now. They have always been very helpful and have always gone out of their way to be helpful sometimes even going above and beyond the call of duty, so to speak.”

2.       L.L. Bean

“I called once because an item was missing in my order…the lady who took my call was pleasant professional and really fast at figuring out how to help me. I received my item two days later…which to me indicated that she had the item ready that same afternoon to ship out immediately.  That’s Customer Service.”

“They stand behind their products 100% and no questions or hassles should you need to return an item, even years later.”

3.       Zappos.com

“No charge for shipping (either way) and returns without a hitch. Attentive to a problem if it arises, which it usually doesn’t.  These people know how to run a business.  They should be in Congress.”

“24/7 live customer service, free shipping and free returns with no hassle, video of products to see what they look like on real (not models) people!”

4.       Overstock.com

“I love O.co! They have wonderful selections that are ever changing and ever growing. They offer sales and promotions more than anywhere else. Their shipping is fast and secure and usually less than anywhere else. You can call and speak to someone live about any issue or question. What’s not to love?”

“I just think they stick out more to me because whenever I had issues with the products I purchased through them, they were always so quick to help me find a solution regarding the problem.  They were quick in shipping out a replacement product and followed up with an email.  They are awesome!”

5.       QVC

“Because they are the best at customer service. They strive to make sure all orders are correct and are very helpful whether on the phone or online. They are the best!”

“QVC means quality, value and convenience.  As a result, no matter what day or time I call or online chat, return a product or ask questions, they are always friendly, engaging and interested in my issue, concern or purchase.”

6.       Kohl’s

“Always a hello and smile when you walk in the door. A no haggle return policy and great sales are the biggest assets to the company.”

“Kohl’s has not lost sight of the “little people.”  Unlike [Retailer Withheld], who seems to be more concerned with having the lowest price on everything possible….which is not ALWAYS what the customer wants.  I had worked in retail myself for over 17 years and can tell that Kohl’s has the same mentality that I had learned many years ago….customer service is the key!!!!”

7.       Lands’ End

“They give exact measurements of every garment and are the friendliest people I have ever encountered. When I have to exchange or return something, they go out of their way to help me.”

“The consistently provide the most efficient and friendly customer service in all formats.”

8.       JCPenney

“JCPenney always goes out of their way to help the customer.  They have a fair return policy.  The store associates are on the floor and easy to find if you need help.  The company has wonderful sales and reward incentives for shopping with them. I have never had a negative experience shopping at JCPenney!”

“You would have to be in the store to experience what I’m talking about.  It’s like all of the staff had been trained at the same place as Nordstrom.  They have put the emphasis on customers.”

9.       Newegg

“They provide the customer with the tools to rate and complain (if needed) and give overall feedback on each product and the store in general.  They are always willing to work with you if you have a problem.”

“I work with this company a lot. As such, I see some less than stellar attempts at delivery that result in high dollar items being destroyed. All of my contact with them is great and these people are ones that I feel like I can sit and have a beer with.”

10.   Nordstrom

“I have never been to a Nordstrom where employees did not go far out of their way to help me. They will help you pick out clothes. They will ask other employees to help find things if they need it. They have extraordinarily good return policies. They actually care about customers. I do not shop frequently yet I have had employees remember me and what I purchased.”

“They care, offer plenty of time for you to make a decision… unhurried, pleasant experience all around.  The merchandise isn’t all jumbled together, rather it is laid out logically. The dressing rooms are spectacular with good lighting, mirrors and almost a hushed atmosphere.  I fell well taken care of there.”

To read more about the 2011 results as well as methodology, click here.

Source: BIGinsight.com

© 2012, Prosper®

BIGinsight™ is a trademark of Prosper Business Development Corp.

Advertisements

Generation Gap: Gen Y is the Most Optimistic for Economic Rebound

January 13, 2012 10 comments

While hope for an economic rebound may be fading among consumers in general, Gen Y is the most likely to have a Pollyanna-like outlook for our future economy, generationally speaking:

Silent (born 1945 or earlier)
Boomers (born 1946 – 1964)
Gen X (born 1965 – 1982)
Gen Y (born 1983 – 1993)

According to the latest data from our Consumer Intentions & Actions® survey, more than one in three (36.7%) Gen Y youngsters have faith that the economy will bounce back to its pre-recession glory. Gen X isn’t too far behind at 35.8%, though Boomers (29.5%) and Silents (26.8%) are having a harder time embracing this outlook.

Interestingly, Gen Y-ers are also the ones most likely to view the future of the U.S. economy with a big ‘ole question mark (37.5%). Perhaps, though, this is because those on the younger end of this generation just didn’t fully experience the pre-recession economy as full-fledged “adults” [you know the full-time jobs, housing, debt, supporting a family…all those “fun” things]. Fewer of those in the Gen X (33.9%), Boomer (32.5%), and Silent (33.9%) generations express this uncertainty.

But who’s the Generational Grumpy Gus? Two in five (39.3%) Silents aren’t holding out hope for a rebound, while nearly as many Boomers (37.9%) feel the same way. Fewer than a third of Gen X-ers (30.3%) are taking a pessimistic standpoint, while just one in four (25.8%) of those in Gen Y share this sentiment.

Final thoughts? Speaking from a Gen X standpoint, let’s all hope the economy at least recovers to a point where we’re not waxing nostalgic about a time when it was worth ($) planning ahead for retirement. Sorry, Boomers.

For more information on this data, please contact BIGinsight™.

Source: Consumer Intentions & Actions® Survey – JAN-12 (N = 9317, 1/4 – 1/11/12)

© 2012, Prosper®

BIGinsight™ is a trademark of Prosper Business Development Corp.

2011 in Review: Calling All Fashionistas!

January 11, 2012 Leave a comment

In our earlier review of the Hottest Trends for 2011, were you wondering where all of the fashion trends landed in our list? As it turns out, due to the male opposition to anything termed “fashion,” none of the 27 sartorial trends we surveyed in 2011 cracked the Top 50 in our overall list. And thus our reasoning for this very important post…

Top 10 Fashion Trends for 2011:

  1. Color Red for Clothing (Sept-11)2: Who doesn’t love a vampy pair of red pumps? Or a great crimson-colored bag? Though it appears that consumers crave red in small doses: the Red Jeans/Pants trend (Jun-11) came in at #22 on this list (of 27).
  2. One-Piece Swimsuits (Jul-11): Maybe a monokini qualifies here? At any rate, it’s nice to see a little modesty on this list.
  3. Denim Cutoff Shorts (Jun-11): Daisy Duke called…a lot of consumers are still ripping off this trend [literally].
  4. Ankle Boots (Sept-11): The vertically challenged cousin of the classic knee-high stomper, these boots work well with skirts, crops, dress pants, and denim, making them a versatile option for trendy girls on a budget.
  5. UGG® Boots (Jan-11): Try wearing these in the middle of winter. You’ll convert.
  6. Pajama Jeans® (Mar-11): You. Have. Got. To. Be. Kidding. Me.
  7. Pale Denim (Feb-11): While it may be a more relaxed and a less figure-forgiving than its dark denim counterpart, this was a relatively safe trend that a lot of consumers seemed to try.
  8. Plaid Fashion Trend (Dec-11): For the non-lumberjack look, try pairing a plaid shirt with a statement piece of jewelry. Perfection.
  9. Sheer Hosiery/Pantyhose (Aug-11): If it’s good enough for Duchess Kate and her sister Pippa, it’s good enough for us gals stateside.
  10. Clutch Handbags (Jul-11): When you can store just about anything on a smartphone, who needs to haul around a big handbag anymore? [OK, I do…but Clutches can come in handy].

And now for the trends that ended up at the bottom of the pile…

– “Mandals” (Oct-11): Men + Sandals, a fashion trend that President Obama inspired us to ask about. #allingoodfun
– Griege Nail Polish (Jan-11): Another mash-up (Grey + Beige), which consumers found more bleak than chic.
– Colorblocking Fashion Trend (May-11): Perhaps because it goes against what Garanimals taught the masses? It appears, though, that this trend is sticking around for 2012.

This all is, of course, according to the What’s Hot/What’s Not section of our monthly Consumer Intentions & Actions® survey1. Each month, more than 8,000 respondents have the opportunity to rate a list of trends, personalities, events, etc. as “hot” or “not”; the items we ask about are based on input from our respondents from the previous month’s survey as well as a variety of current trending topics.

And, for more information on this data, please contact BIGinsight™.

1 Hottest Trends for 2011 are limited to the 145 trends, personalities, events, etc. that were included in one of the 12 2011 Consumer Intentions & Actions® Surveys. Looking for Ryan Gosling, Charlie Sheen, Pippa Middleton, Keurig Coffee Makers, Occupy Wall Street, or Groupon? We got ‘em. Sorry about your luck on George Clooney, Zooey Deschanel, beach vacations, any of the Real Housewives, or Sperry Topsiders; they just didn’t make the our cut this year.

2 The month/year each item was asked is denoted in parenthesis (MMM-YY).

Source: Consumer Intentions & Actions® Survey, JAN – DEC 2011

© 2012, Prosper®

BIGinsight™ is a trademark of Prosper Business Development Corp.

FYU: Sporting Goods & Exercise Equipment

With the college bowl match-ups all over the airwaves and that other little game – the Super Bowl – soon to be played, we thought it would be apropos to bounce down the Sport Goods & Exercise Equipment section of the monthly Consumer Intentions & Actions® survey, courtesy of our Retail Ratings Reports.

For Your Understanding today, we’re going to take a look at the top competitors in this category: Walmart and Dick’s Sporting Goods. Much like the Women’s Clothing segment, Walmart has experienced a little difficulty when it comes to maintaining its #1 ranking in Sporting Goods:

Sporting Goods Share, Dec 2010 - 2011

As you can see in the chart above, Walmart placed second to Dick’s in November, while the two retailers were pretty evenly matched in January, February, August, September, and December 2011.

So where are the weaknesses in Walmart’s game? For this, we can turn to our latest Retail Ratings Report. Just on the first few pages of this handy guide*, we can see that:

– Dick’s outscores Walmart in both the $50,000+ and $75,000+ income shopper segments (and by a wide margin);
– Among those planning to spend more on Sporting Goods over the next 90 days, Dick’s is the preferred retailer over Walmart. Walmart leads among shoppers planning to spend less;
– Dick’s is the favored Sporting Goods retailer in two out of the four census regions: Northeast and Midwest;
– Walmart’s got a Southern stronghold and places second to Big 5 Sporting Goods out West.

But let’s look a bit deeper with the Consumer Equity Index™ (CEI). The CEI – available exclusively within the Retail Ratings Reports – is a year-over-year index showing growth or decline of Consumer Preference Share (the % we collect each month for the store shopped most often). Here’s a key:

CEI = 100 (flat)
CEI = 105 (5% growth)
CEI = 95 (5% decline)

Our latest CEI ratings for Dick’s indicate that the big box baller is growing among its core shopper group – those earning $50,000+/year – as well as Female shoppers, while Walmart is declining in each of these groups. A graphical representation of the CEI for the top five retailers in Sporting Goods/Exercise Equipment (among $50,000+ income households):

Sporting Goods, Consumer Equity Index, $50K+ Income Shoppers

Check out Walmart in this chart: it’s the lone Top 5 store for this segment in the red (read: the only one of these retailers seeing a decline among $50,000+ income shoppers). #sadface

Now you understand: With Dick’s and the rest of its big box buddies growing customer share among higher income consumers (who, let’s face it, typically have more money to spend on these types of items), Walmart’s getting left out in the cold, which is affecting the discounter’s overall standing among the general population.

For more information on this data, please contact BIGinsight™.

Source: Consumer Intentions & Actions® Survey, DEC-10 – DEC-11

* Retail Ratings Reports are available monthly for the following categories: Women’s Clothing, Men’s Clothing, Children’s Clothing, Shoes, Linens/Bedding/Draperies, Electronics, Hardware, Children’s Toys, Sporting Goods, Groceries, Health & Beauty Care, Prescription Drugs.

© 2012, Prosper®

BIGinsight™ is a trademark of Prosper Business Development Corp.

2011 in Review: The “In” Crowd

January 3, 2012 1 comment

While our previous post confirmed that Betty White was the most famous face of the year, we thought it’d be fun to dive a little deeper into the data to find out – among the 35 celebrities and personalities we asked about this year – who lands at the top of the “In” Crowd list for 2011.

This all is, of course, according to the What’s Hot/What’s Not section of our monthly Consumer Intentions & Actions® survey1. Each month, more than 8,000 respondents have the opportunity to rate a list of trends, personalities, events, etc. as “hot” or “not”; the items we ask about are based on input from our respondents from the previous month’s survey as well as a variety of current trending topics.

Let’s first cover 2011’s Top 5, and then we’ll attempt to answer some burning questions about some of the most talked about people of the year.

The “In” Crowd List

“Girl Power” could be the theme for 2011’s hottest celebrities. The incomparable Betty White leads the ladies-only Top 5 list, while two singing sirens and a pair of America’s sweethearts follow:

  1. Betty White (Feb-11)2: Please…who doesn’t love Betty?
  2. Jennifer Lopez (May-11): The American Idol beauty has been around the block, but she seems to be all the better off for it…diva-in-training Lady Gaga (Mar-11) peaked at #10 this year.
  3. Beyoncé (Jul-11): Even pre-baby bump, Beyoncé was a hit…but that seems to come with the territory when you are recognized by a one-name moniker.
  4. Reese Witherspoon (Apr-11): While respondents weren’t quite so receptive to Water for Elephants, they still really responded to Reese. Girl also got hitched this year…and who doesn’t love a happily ever after?
  5. Anne Hathaway (Mar-11): Recall that Anne was the more successful of the OSCAR® hosts this year. (Co-host James Franco (Mar-11) landed at #27 on this list, out of the 35 contenders).

Q&A

While these aren’t necessarily questions from our readers, we thought we’d give a little insight on a few other famous faces turned trending topics in 2011…

Q: When it comes to Pippa Middleton and Kim Kardashian, who has the best…um…well…you know?
A: Pippa (#14, Jun-11), who nearly stole the show at the Royal Wedding, is the fanny favorite over Kim K. (#16, Aug-11). Interestingly, the post-“wedding” Kardashian family isn’t fairing so well with consumers (#30, Dec-11).

Q: Aren’t there any guys on this list?
A: Two and A Half Men newbie [and pre-split-from-Demi] Ashton Kutcher (Sept-11) was the highest ranking male on the “In” Crowd list at #7. But he faced some tough competition from the Muppets (#6, Nov-11), and Alvin & the Chipmunks (Dec-11) were HOT on his tail.

Q: Where’s the Biebs? I love him. [OK, I added that last bit for dramatic comic effect.]
A: Justin Bieber (Dec-11) was actually the next highest ranking male to make it in the “In” Crowd this year (at #13). The Boy with the Amazing Hair [the sarcasm should be palpable now] bested several of Hollywood’s hottest hunks: Ryan Reynolds (#18, Jun-11), Matt Damon (#19, Jan-11), Tom Cruise (#25, Dec-11), Bradley Cooper (#26, May-11), and Ryan Gosling (#28, Nov-11…please see Crazy, Stupid, Love. for my rebuttal on his low ranking).

Do you have a suggestion for the 2012 What’s Hot/What’s Not list or see anything surprising in this list? Please leave a comment below.

And, for more information on this data, please contact BIGinsight™.

1 Hottest Trends for 2011 are limited to the 145 trends, personalities, events, etc. that were included in one of the 12 2011 Consumer Intentions & Actions® Surveys. Looking for Ryan Gosling, Charlie Sheen, Pippa Middleton, Keurig Coffee Makers, Occupy Wall Street, or Groupon? We got ‘em. Sorry about your luck on George Clooney, Zooey Deschanel, beach vacations, any of the Real Housewives, or Sperry Topsiders; they just didn’t make the our cut this year.

2 The month/year each item was asked is denoted in parenthesis (MMM-YY).

Source: Consumer Intentions & Actions® Survey, JAN – DEC 2011

© 2011, Prosper®

BIGinsight™ is a trademark of Prosper Business Development Corp.

2011 in Review: At the Movies

December 28, 2011 1 comment

Grab your popcorn…it’s showtime for the year’s Top Movies, as we continue our year-end review of our What’s Hot/What’s Not selection (courtesy of our monthly Consumer Intentions & Actions® survey1).

As you already know, we ask respondents to rate a list of trends, personalities, events, etc. as “hot” or “not”; the items we ask about are based on input from our respondents from the previous month’s survey as well as a variety of current trending topics.

While we only asked about 13 productions in 2011, it’s clear that consumers were most eagerly anticipating sequels. With the exception of The Help (Sept-11) – the overall favorite among Women – our Top 5 movies were continuations of storylines previously viewed on the big screen:

  1. Transformers: Dark of the Moon (Jul-11)2
  2. X-Men: First Class (Jun-11)
  3. Harry Potter and the Deathly Hallows, Part 2 (Jul-11)
  4. Pirates of the Caribbean: On Stranger Tides (May-11)
  5. [tie] Sherlock Holmes: A Game of Shadows (Dec-11)
    [tie] The Help (Sept-11)

Interestingly, it doesn’t seem that moviegoers were eager to declare their allegiance to Team Edward Robert Pattinson, at least according to our Adults 18+ [read: non-tweens]. His two major outings for 2011, Twilight: Breaking Dawn (Nov-11) and Water for Elephants (Apr-11), landed at the bottom of our list. Now does this mean that consumers thought that these were the worst movies for 2011? Absolutely not (and box office results dispute this…as well as yours truly). But, among the movies we surveyed, our lower ranking ones were simply less anticipated than the likes of Transformers, X-Men, and the gang from Hogwarts.

Be sure to click the chart below for the full ranking of our 2011 films.

Hottest Movies in 2011 (click to enlarge)

And, stay tuned…in a few days, we will also be releasing our list of Top Celebrities/Personalities for 2011.

Do you have a suggestion for the 2012 What’s Hot/What’s Not list or see anything surprising in this list? Please leave a comment below.

And, for more information on this data, please contact BIGinsight™.

1 Hottest Trends for 2011 are limited to the 145 trends, personalities, events, etc. that were included in one of the 12 2011 Consumer Intentions & Actions® Surveys. Looking for Ryan Gosling, Charlie Sheen, Pippa Middleton, Keurig Coffee Makers, Occupy Wall Street, or Groupon? We got ‘em. Sorry about your luck on George Clooney, Zooey Deschanel, beach vacations, any of the Real Housewives, or Sperry Topsiders; they just didn’t make the our cut this year.

2 The month/year each item was asked is denoted in parenthesis (MMM-YY).

Source: Consumer Intentions & Actions® Survey, JAN – DEC 2011

© 2011, Prosper®

BIGinsight™ is a trademark of Prosper Business Development Corp.

The IT List: Hottest Trends for 2011

December 20, 2011 8 comments

One of the more lively parts of our monthly survey is our What’s Hot/What’s Not section. Here, we ask respondents to rate a list of trends, personalities, events, etc. as “hot” or “not”; the items we ask about are based on input from our respondents from the previous month’s survey as well as a variety of current trending topics (i.e. expect Tim Tebow on the list in January 2012).

As 2011 comes to a close, we thought it’d be fun to take each and every item from our What’s Hot/What’s Not list for the year and compile the granddaddy of all “IT” lists: The Hottest Trends for 2011.1 So without further ado…

#10 Kindle Fire (Dec-11)2

This modestly priced tablet device quickly made Amazon.com’s bestseller list when it debuted in November. We’re just guessing here, but you can probably expect [quite] a few of these under the tree this year.

#9 Tablet Devices (Aug-11)3

Whether it’s the Kindle Fire, Apple iPad, Samsung Galaxy, or any one of a number of other Tablet Devices, consumers were hot for these gadgets in 2011. (And, current Android tablet device owners should be sure to check out our free InsightCenter™ apps.)

Solar Power

At #8, Solar Power was the top green-minded trend for 2011.

#8 Solar Power (Jul-11)

Going green was definitely red hot this year, with Solar Power leading the conservation-minded pack.

#7 Sending a Text (Oct-11)

While this ain’t your grandparents’ favorite form of communication, Sending a Text bested both Sending an Email (#13) and Sending a Card through the Mail (#49) when we asked in October. BTW, Sending an Email is the favored communication among Adults 55+.

Betty White

Betty White is Golden at #6.

#6 Betty White (Feb-11)

For the lovely Ms. White, 2011 was a continuation of a hot streak enjoyed by the near-nonagenarian since her scene-stealing role in The Proposal. Here’s to a wonderful 2012…as well as another gig on SNL…for this Golden Girl. #loveyoubetty

#5 Cookouts (Jul-11)

What’s more American than Cookouts in July? Maybe apple pie, but desserts weren’t on the menu included in our CIA® surveys this year.

#4 Apple iPad (Dec-11)

While we didn’t survey apple pie, that other Apple – as in the iPad – dominated the devices we asked about this year. December was the second time in 2011 we asked about the iPad…the first was in April (#21), so this device picked up steam as the year wound down. The aforementioned Kindle Fire (#10) as well as the Nook Tablet (#47, Dec-11) were the other specific tablet devices we surveyed this year.

#3 Having a Full-Time Job (Oct-11)

It’s a sure barometer of our economic health when the temperature’s this high on holding down full-time employment. Let’s hope that the 2012 job market is more prosperous.

Giving Thanks

We’re saying “Thanks” for reading this blog!

#2 Giving Thanks (Nov-11)

While Black Friday (#14, Nov-11) is increasingly giving Thanksgiving a run for its money, simply Giving Thanks was the second hottest item on our list this year.

Super Bowl XLV

Super Bowl XLV wins in 2011.

#1 Super Bowl XLV (Feb-11)

Is the 2011 Packer-Steelers match-up – and the most-watched TV program in U.S. history – a surprise to anyone? Even if you’re not into football, plenty of consumers used Super Bowl XLV as an excuse to view hotly-anticipated commercials, get together with friends, and enjoy the halftime entertainment.

Who were the hottest personalities for 2011? How about the top trends in fashion, entertainment, gadgetry, and going green? Stay tuned in the coming weeks for additional blog releases on this data.

Do you have a suggestion for the 2012 What’s Hot/What’s Not list or see anything surprising in this Top 10 list? Please leave a comment below.

And, for more information on this data, please contact BIGinsight™.

1 The Hottest Trends for 2011 is limited to the 145 trends, personalities, events, etc. that were included in one of the 12 2011 Consumer Intentions & Actions® Surveys. Looking for Ryan Gosling, Charlie Sheen, Pippa Middleton, Keurig Coffee Makers, Occupy Wall Street, or Groupon? We got ‘em. Sorry about your luck on George Clooney, Zooey Deschanel, beach vacations, any of the Real Housewives, or Sperry Topsiders; they just didn’t make the our cut this year.

2 The month/year each item was asked is denoted in parenthesis (MMM-YY).

3 Tablet Devices were also included in the What’s Hot/What’s Not section in Nov-11, landing at #15 on the Hottest Trends for 2011 list.

Source: BIGinsight.com

© 2011, Prosper®

BIGinsight™ is a trademark of Prosper Business Development

%d bloggers like this: