UK Consumer Satisfaction Index 2009 Music & Video

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 in order to win customers from them.

Scope

• Measures and ranks customer satisfaction for all significant retailers in the sector over six years (2004-2009)
• Includes ratings for eight performance metrics: price, range, quality, service, convenience, ambience, layout and facilities
• Covers 10 retailers including Amazon, Asda, HMV, iTunes, Play.com, Sainsbury, Tesco, WH Smith, Woolworths and Zavvi

Highlights

For the fourth year running, Amazon satisfies its customers more than any other music & video retailer. Despite its score dropping slightly and the retailer once again failing to achieve top ranking in any one category, Amazon has a broad based appeal that results in an overall four point lead over its nearest competitor.

Online music & video specialist iTunes has slipped below average. As digital downloading has become more widespread and others have entered the homogeneous market, frequently undercutting iTunes, the retailer has seen perception of its pricing falter and has subsequently plummeted to the bottom in this measure.

Fallen retailer Woolworths had actually made significant improvements. Although it remains one of three retailers adrift at the bottom of the ranking, it had gained 27 points in the 2009 CSI. This was mainly achieved in range and layout, as the retailer gave more focus to its music & video offer in its latter days

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 and exploit it to your advantage.
• Independently track how strategies and management policy are affecting or influencing customer satisfaction.