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Coverage-optimised retrieval (CORE) is a new case-based reasoning (CBR) approach to product recommendation which ensures that for any case that is acceptable to the user, one of the recommended cases is at least as good in an objective sense and so also likely to be acceptable. Similarity to the users query, the standard criterion on which recommendations are based in CBR, is only one of several preference criteria according to which a given case may be considered at least as good as another in CORE. We present a detailed analysis of retrieval in CORE and the trade-off between user satisfaction and cognitive load in the approach. [Copyright &y& Elsevier]