About the ROR Indicator Matrix

The Retail Return on Reputation Indicator survey asked respondents to rate how well the retail industry (and individual retail companies) are meeting their expectations along the 40 attributes that make up the Retail Industry Reputation Model. Respondents rated each attribute on a scale from zero to 10, where zero means they feel the industry/company is performing very poorly in meeting their expectations, and 10 means that the industry/company is performing very well in meeting their expectations. Performance Scores were computed as a composite mean of the underlying attributes for each of the 24 factors identified in the Retail Industry Reputation Model. Impact Scores were computed by analyzing the extent to which each factor predicts overall favorability of the industry (or individual company) through regression analysis. The Impact Scores are expressed in percentage terms to reflect the proportional impact of the individual drivers by standardizing the regression beta coefficients. The reputation matrices shown depict the relative performance and impact of each individual factor by audience for the retail industry ratings. The mid-point of the horizontal and vertical axes of the retail industry matrices are the median performance and impact scores (respectively) of the 24 factors for each audience.

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