At a time when the market leaders are taking scissors to their pricing on health & beauty, do you know who customers rate the most highly on this and other key performance drivers? Retail is a highly competitive business. A retailer's performance is subject to a myriad of factors which serve to boost or dampen growth, from overall economic performance to deflationary pressure from rivals and operating cost inflation. But the principal driver behind performance is also the most difficult to measure - customers and their fluid, evolving opinions. These opinions drive customer behaviour, and ultimately sales and profits. As such, the customer is the single most important element of the retail equation. The Index we have devised is the only available system of performance benchmarking which is defined by the customer. It measures how satisfied customers are with the retailers they use, and as such allows you to really understand your customers - and your rivals'. The Consumer Satisfaction Index 2005 sector report: Personal Care covers 11 retailers including the big four supermarket groups and national health & beauty chains such as Boots and Superdrug.