It's official - consumers who buy from Carpet Foundation members are very satisfied!
11th August 2010
Independent research among 855 consumers who had bought carpet in the last 12 months carried out by IFF on behalf of the Office of Fair Trading has shown that customers of businesses who were Carpet Foundation members tended to be more satisfied – across a number of measures – than customers of businesses who were not.
The research, carried out among 382 consumers of Carpet Foundation members and 473 consumers who had used ‘other’ retailers, found that:
- 64% of consumers were ‘very satisfied’ with how the product was sold to them by a Carpet Foundation member compared with 47 per cent for non-member companies
- Consumers of Carpet Foundation members had greater confidence that they had been fairly treated than non-member customers
- Consumers purchasing from a CF member were more likely to receive written information or verbal advice on the following areas than consumers at other retailers:
Fitting/installation 79% v 62%
Suitability of the carpet 75% v 55%
Range of carpets available 62% v 46%
- 54% of Carpet Foundation member consumers would spontaneously recommend their retailer as opposed to 31% of those who had used other retailers
- 75% of Carpet Foundation member consumers would use their retailer again compared with 57% in the case of others
Commenting on the findings, Carpet Foundation chief executive Mike Hardiman said: “The results, from what is a robust sample, confirm what we have long known – that Carpet Foundation members give unrivalled levels of service. As well as higher satisfaction levels, Carpet Foundation customers are more likely to recommend retailers to others; more likely to use them in the future and are less likely to select on the basis of price alone.”
