Consumer Satisfaction Index 2008: UK Music & Video

Publication Date	January 2008
Publisher	Verdict
Product Type	Report
Pages	22
ISBN Number	not applicable
Product Code	VDT00292

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Summary

Introduction

Verdict Research: In an intensely competitive retail market, keeping customers satisfied has never been more important. 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

Measures and ranks customer satisfaction for all significant retailers in the sector over six years (2003-2008).
Includes ratings for eight performance metrics: price, range, quality, service, convenience, ambience, layout and facilities.
Covers 10 leading music & video retailers including HMV, Zavvi, Amazon, Play.com, iTunes, Tesco and Asda.

Highlights

For the first time three online only retailers lead the music & video consumer satisfaction rankings. The shift is symbolic of a fundamental change in consumer preferences.

For the third year running, Amazon satisfies its customers more than any other music & video retailer. Interestingly, Amazon the world's largest pureplay Internet retailer does not come top in any one category but has a broad based appeal that results in a six point lead over its nearest competitor overall.

Holding onto second place is the new online music & video leader by market share, Play.com. Play.com has performed impressively over recent years to increase its sales and market share, and close the gap on the once unassailable Amazon.

Reasons to Purchase

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 that can be exploited to your advantage.
Independently track how strategies and management policy are affecting or influencing customer satisfaction.

Content

Chapter 1 Executive Summary
- about CSI
Chapter 2 Summary of Findings
- Summary of Findings - Music & Video
Chapter 3 Synopsis and Comparatives
- Synopsis and Comparatives - Music & Video
Chapter 4 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
List of Tables
- Table 1: Synopsis of highest scoring retailers overall and by factor 2007 and 2008
- Table 2: CSI comparatives between Music & Video and all retail 2008
- Table 3: Retailers ranked by overall CSI score 2003-2008
- Table 4: Retailers with the most significant gains in overall CSI score in the past year
- Table 5: Retailers with the most significant gains in overall CSI rank in the past year
- Table 6: Retailers with the most significant losses in overall CSI score in the past year
- Table 7: Retailers with the most significant losses in overall CSI rank in the past year
- Table 8: Retailers ranked by CSI score for range 2003-2008
- Table 9: Retailers ranked by CSI score for price 2003-2008
- Table 10: Retailers ranked by CSI score for convenience 2003-2008
- Table 11: Retailers ranked by CSI score for quality 2003-2008
- Table 12: Retailers ranked by CSI score for service 2003-2008
- Table 13: Retailers ranked by CSI score for ambience 2003-2008
- Table 14: Retailers ranked by CSI score for facilities 2003-2008
- Table 15: Retailers ranked by CSI score for layout 2003-2008
List of Figures
- Figure 1: Yearly overall score comparatives, Music & Video and all retail 2003-2008