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UK Consumer Satisfaction Index 2012 Music & Video | Verdict Consumer Report

UK Consumer Satisfaction Index 2012 for music & video is based around individual retailers and provides a highly detailed, data-rich overview of a retailer's customers, drawing on a nationwide survey of 6,000 shoppers each year.

Features and benefits

  • Measure and rank your performance in customer satisfaction in the sector and assess how this has changed using six years of history (2007 - 12).
  • Includes ratings for price, range, quality, service, convenience, ambience, layout and facilities. Use these to understand strengths and weaknesses.
  • Identifies the biggest CSI winners and losers in music & video this year, highlighting those that pose the greatest threat to your business.

Highlights

Play.com has ousted Amazon from the number one spot overall, and has once again claimed the highest score for price.

Tesco is the most improved retailer in terms of its overall score, excelling in terms of range, price, and convenience.

iTunes is still placed first for convenience, despite recording a lower score compared to 2011.

Your key questions answered

  • What is driving satisfaction for different retailers in music & video? Which retailers have improved the most?
  • What are your competitors' strengths and weaknesses and how can you exploit them by adapting your own strategies?
  • How are drivers of satisfaction changing in terms of importance in the consumers' eyes? What impact is the economy having on drivers of satisfaction?

Table of Contents

EXECUTIVE SUMMARY

  • About CSI
  • Summary of findings - Music & video
    • Play.com makes a marginal gain in its overall score...
    • ... but enough to knock Amazon off top spot
    • Asda maintains lead over rival grocer Tesco...
    • ... despite Tesco making significant gains
    • HMV's performance remains inconsistent
    • iTunes falls to sixth place

SYNOPSIS AND COMPARATIVES

  • Music & video

RANKINGS

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

TABLES

  • Table: Music & video highest scoring retailers overall and by factor 2011 & 2012
  • Table: CSI comparison of music & video with all retail 2012
  • Table: Retailers ranked by overall CSI score 2012
  • Table: Music & video retailers with the most significant gains in overall CSI score 2012
  • Table: Music & video retailers with the most significant losses in overall CSI score 2012
  • Table: Retailers ranked by latest CSI score for range 2007 - 12
  • Table: Retailers ranked by latest CSI score for price 2007 - 12
  • Table: Retailers ranked by latest CSI score for convenience 2007 - 12
  • Table: Retailers ranked by latest CSI score for quality 2007 - 12
  • Table: Retailers ranked by latest CSI score for service 2007 - 12
  • Table: Retailers ranked by latest CSI score for ambience 2007 - 12
  • Table: Retailers ranked by latest CSI score for facilities 2007 - 12
  • Table: Retailers ranked by latest CSI score for layout 2007 - 12

FIGURES

  • Figure: Yearly overall score comparison of music & video with all retail 2007 - 12
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