UK Consumer Satisfaction Index 2010: Music & Video

UK Consumer Satisfaction Index 2010: Music & Video published by Datamonitor in January, 2010. This report consists of 23 pages and the price starts from US $ 3255.

Introduction

Abstract

Introduction

Verdict Research: During a recession, with consumer confidence at a low ebb, keeping your customers satisfied and retaining them is vital for survival. Retailers need to understand how they satisfy their shoppers in order to enhance their appeal and increase customer loyalty. Moreover, an insight into what drives customer satisfaction at competitors is essential to win customers from them.

Scope of this research

• Measures and ranks customer satisfaction for all significant retailers in the sector over six years (2005-2010).
• Includes ratings for eight performance metrics: price, range, quality, service, convenience, ambience, layout and facilities.
• Covers eight retailers including Amazon, Asda, HMV, iTunes, Morrison, Sainsbury, Tesco, WH Smith.

Research and analysis highlights

For the fourth year running, Amazon satisfies its customers more than any other music & video retailer. At the heart of its proposition is a website renowned for its usability and functionality. These core traits are further strengthened by its respected user reviews. Amazon' s early mover advantage has established its brand in the consumer psyche.

For the fourth successive year, Play.com finishes as runner-up. According to our e-retail research, Play.com is now the second most popular online music & video store. Like Amazon, Play.com is one of the more established online retailers, with a strong brand that is reflected in its commitment to service, low prices and range.

HMV, the sole remaining major high street specialist, takes fourth place and is the highest climber. Indeed, HMV is one of this year' s biggest winners. HMV rise from seventh place in 2009, the biggest increase in the rankings of any music & video retailer.

Key reasons to purchase this research

• Identify the preferences of your shoppers and how successful you are in delivering on them to help you retain your customers.
• Understand the weaknesses of your competitors' customer proposition and exploit them to your advantage.
• Independently track how strategies and management policy are affecting or influencing customer satisfaction.

Table of Contents

EXECUTIVE SUMMARY

• About CSI

SUMMARY OF FINDINGS

• Summary of Findings - Music & video

SYNOPSIS AND COMPARATIVES

• Synopsis and Comparatives - Music & video

RANKINGS

• Overall ranking - Music & video
• Winners since last year - Music & video
• Losers since last year - Music & video
• Ranking for range - Music & video
• Ranking for price - Music & video
• Ranking for convenience - Music & video
• Ranking for quality - Music & video
• Ranking for service - Music & video
• Ranking for ambience - Music & video
• Ranking for facilities - Music & video
• Ranking for layout - Music & video

TABLES

• Table: Music & video highest scoring retailers overall and by factor 2009 & 2010
• Table: CSI comparatives between music & video and all retail 2010
• Table: Retailers ranked by overall CSI score 2005-2010
• Table: Music & video retailers with the most significant gains in overall CSI score 2010
• Table: Retailers with the most significant gains in CSI ranking in music & video 2010
• Table: music & video retailers with the most significant losses in overall CSI score 2010
• Table: Retailers with the most significant losses in CSI ranking in music & video 2010
• Table: Retailers ranked by CSI score for range 2005-2010
• Table: Retailers ranked by CSI score for price 2005-2010
• Table: Retailers ranked by CSI score for convenience 2005-2010
• Table: Retailers ranked by CSI score for quality 2005-2010
• Table: Retailers ranked by CSI score for service 2005-2010
• Table: Retailers ranked by CSI score for ambience 2005-2010
• Table: Retailers ranked by CSI score for facilities 2005-2010
• Table: Retailers ranked by CSI score for layout 2005-2010

FIGURES

• Figure: Yearly overall score comparatives, music & video and all retail 2005-2010

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