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Play.com Music & Video | Customer Insight

During a period of restricted discretionary spend and low consumer confidence, it is imperative that retailers know who their core customer base is and how they should be targeting them. UK Customer Insights 2012 are based around individual retailers and provide a highly detailed, data-rich overview of a retailer's customers, including shopper profiles and the drivers of loyalty and disloyalty.

Features and benefits

  • Identify how the retailer drives loyalty and which stores are favoured by disloyal customers to improve your own shopper penetration.
  • Understand which strategies are most effective at driving customer loyalty in music & video and justify your own business investments.
  • Data is segmented regionally and by demographic and socio-economic group to enable you to identify which customer groups offer the most opportunities.

Highlights

A comprehensive analysis of a retailer's customer profile.

Your key questions answered

  • How has the profile of the consumers shopping at the music & video retailer changed over the past year and what has caused this?
  • What drives consumers to shop for music & video at the retailer? What makes them disloyal?
  • How many other stores do your shoppers use for music & video and what stores are these? Will these be a threat going forward?

Table of Contents

AT A GLANCE SUMMARY

  • Play.com - Music & video

SHARE OF SHOPPERS

  • Play.com share of shopper by demographics
  • Play.com share of shopper by TV region
  • Play.com penetration of shopper by household characteristics
  • Play.com share of shoppers by other characteristics and ACORN classification

CONVERSION AND NON-CONVERSION

  • Play.com conversion of visitors to main user by demographics and region
  • Play.com conversion of visitors to main user by household characteristics
  • Non-converting customers

PROFILE OF SHOPPERS

  • Play.com profile of shoppers by television region
  • Play.com profile of shoppers by household characteristics
  • Play.com profile of shoppers by other characteristics and ACORN classification

LOYALTY

  • Play.com loyalty of main users by demographics and region
  • Play.com loyalty of main users by household characteristics
  • Play.com basic drivers of loyalty and disloyalty
  • Play.com detailed drivers of loyalty

COMPETITION

  • Cross sector competitor dynamics

APPENDIX

  • Methodology
    • The selection of parliamentary constituencies
    • The selection of enumeration districts
    • The selection of respondents
    • Post survey weighting
  • Further reading
  • Ask the analyst
  • Verdict consulting
  • Disclaimer

TABLES

  • Table: Key performance indicators for Play.com in music & video
  • Table: Play.com changes in visitor share (%) 2008 - 12
  • Table: Play.com changes in main user share (%) 2008 - 12
  • Table: Visitor and main user penetration of ACORN classification (%) 2012
  • Table: Play.com changes in conversion rate (%) 2008 - 12
  • Table: Play.com changes in non-conversion rate (%) 2008 - 12
  • Table: Main stores non-converters use instead of Play.com 2012
  • Table: Play.com visitor and main user profiles by ACORN classification (%) 2012
  • Table: Play.com changes in loyalty (%) 2008 - 12
  • Table: Play.com changes in disloyalty (%) 2008 - 12
  • Table: Play.com drivers of loyalty 2008 - 12
  • Table: Play.com drivers of disloyalty 2008 - 12
  • Table: Play.com detailed drivers of loyalty 2012
  • Table: Cross sector matrix shopping 2012
  • Table: Other retailers used 2012
  • Table: Sample sizes by sector 2012

FIGURES

  • Figure: Visitor share 2008 - 12
  • Figure: Main user share 2008 - 12
  • Figure: Visitor share by demographic group 2012
  • Figure: Main user share by demographic group 2012
  • Figure: Play.com visitor share by television region 2012
  • Figure: Play.com main user share by television region 2012
  • Figure: Play.com visitor and main user share by household tenure 2012
  • Figure: Play.com visitor and main user share by number of people in household 2011
  • Figure: Play.com visitor and main user share by children in household 2012
  • Figure: Play.com visitor and main user share by number of cars in household 2012
  • Figure: Play.com visitor and main user share by working status 2012
  • Figure: Play.com visitor and main user share by marital status 2012
  • Figure: Conversion rates 2008 - 12
  • Figure: Conversion rates by demographic group 2012
  • Figure: Play.com conversion rates by region 2012
  • Figure: Play.com conversion rates by household tenure 2012
  • Figure: Play.com conversion rates by number of people in household 2012
  • Figure: Play.com conversion rates by children in household 2012
  • Figure: Play.com conversion rates by number of cars in household 2012
  • Figure: Play.com non-conversion rates 2008 - 12
  • Figure: Play.com non-conversion rates by demographic group 2012
  • Figure: Demographic profile of non-converting Play.com visitors 2012
  • Figure: Regional profile of non-converting Play.com visitors 2012
  • Figure: Play.com visitor profile by demographic group 2012
  • Figure: Play.com main user profile by demographic group 2012
  • Figure: Play.com visitor profile by region 2012
  • Figure: Play.com main user profile by region 2012
  • Figure: Play.com visitor and main user profile by household tenure 2012
  • Figure: Play.com visitor and main user profile by number of people in household 2012
  • Figure: Play.com visitor and main user profile by children in household 2012
  • Figure: Play.com visitor and main user profile by number of cars in household 2012
  • Figure: Play.com visitor and main user profile by working status 2012
  • Figure: Play.com visitor and main user profile by marital status 2012
  • Figure: Loyalty 2008 - 12
  • Figure: Play.com disloyalty 2012
  • Figure: Loyalty by demographic group 2012
  • Figure: Play.com loyalty by region 2012
  • Figure: Play.com loyalty by household tenure 2012
  • Figure: Play.com loyalty by number of people in household 2012
  • Figure: Play.com loyalty by children in household 2012
  • Figure: Play.com loyalty by number of cars in household 2012
  • Figure: Play.com - other music & video stores used
  • Figure: Preference stores 2012
  • Figure: Sectors shopped 2012
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