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Consumer Snapshot
may 2014

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sentiment strategy
may 2014
Disclaimer: Prosper Business Development and its affiliated companies (“Prosper”) make no warranties, either expressed or implied, concerning: data gathered or obtained from any source; the present or
future methodology employed in producing the statistics; or the data and estimates represent only the opinion of Prosper and reliance thereon and use thereof shall be at the user’s own risk.
customer service
champions

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sentiment
Source: Monthly Consumer Survey
consumer confidence
sentiment remains stagnant in May with 41.0%
confident/very confident in chances for a strong economy,
relatively even with the two previous months
very confident/confident in chances for a strong economy
{adults 18+}
13 month summary
while May’s reading continues to track below January’s
13 month high, it represents a nearly two point rise from
May-13.
39.3%
43.2%
41.0%
20%
25%
30%
35%
40%
45%
50%

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sentiment
Source: Monthly Consumer Survey
very confident/confident in chances for a strong economy
{adults 18+}
…and it continues
following the pattern seen last month, May’s 41.0% is
the highest vote of confidence since the Great Recession,
however remains almost 4 points below pre-recession
May-07
consumer confidence
sentiment remains stagnant in May with 41.0%
confident/very confident in chances for a strong economy,
relatively even with the two previous months
13 month summary
while May’s reading continues to track below January’s
13 month high, it represents a nearly two point rise from
May-13.
44.7%
19.5%
31.2%
31.5%
27.9%
32.4%
39.3%
41.0%
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%

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strategy
Source: Monthly Consumer Survey
practicality & focus on needs
{adults 18+}
easing up on practicality
just two out of five (41.1%) declare they’ve become
more practical with purchases in May, down slightly
for the third consecutive month
marks the lowest reading for this indicator since early 2008
just under half (48.5%) contend that they focus on just
what they need when at the store, even with April and
down about a point from May-13
focus on needs remains flat43.2%
41.1%
49.8% 48.5%
30.0%
35.0%
40.0%
45.0%
50.0%
55.0%
60.0%
I have become more practical and realistic in my purchases
I focus more on what I NEED rather than what I WANT

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strategy
Source: Monthly Consumer Survey
financial plans over the next 3 months
{adults 18+}
easing up on practicality
just two out of five (41.1%) declare they’ve become
more practical with purchases in May, down slightly
for the third consecutive month
marks the lowest reading for this indicator since early 2008
just under half (48.5%) contend that they focus on just
what they need when at the store, even with April and
down about a point from May-13
focus on needs remains flat
consumers are showing signs of more relaxed spending, but
key concerns – economy, employment, gas prices, household
debt/savings – may supersede the desire to buy
the takeaway
20% 25% 30% 35% 40%
Pay down debt
Increase savings
Decrease overall spending
May-13 Apr-14 May-14

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customer service champions
recently revealed
2013 Customer Service Champions
compiled using a write-in “vote” from consumers, list was
then weighted by retailers’ relative size in annual revenues as
well as fan base of Promoters (per the Net Promoter Score*)
Source: Monthly Consumer Survey *Net Promoter, NPS and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld
2013 Customer Service Champions
1. Amazon.com
2. L.L.Bean
3. Lands’ End
4. Kohl’s
5. Cabela’s
6. JCPenney
7. Zappos.com
8. Newegg.com
9. Macy’s
10. Nordstrom
with five of the top ten Champions not of the traditional,
brick-and-mortar variety, consumers’ views of service is
growing to include quick & reliable shipping, hassle-free
returns, product guarantees, and virtual assistance
the service evolution
Amazon.com, L.L.Bean, Lands' End Named Customer Service
Champions By Consumers
more on Forbes:

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thanks
visit ______________________to access:
Consumer Snapshot InsightCenter™
PowerPoint Slides
…and more
Pam Goodfellow
Consumer Insights Director
Prosper Insights & Analytics™
pam@goProsper.com
ProsperDiscovery.com
ConsumerSnapshot.com
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