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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

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.

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.

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 them to your advantage.

Independently track how strategies and management policy are affecting or influencing customer satisfaction.

Table of Contents :
TABLE OF CONTENTS
CHAPTER 1 EXECUTIVE SUMMARY 6
About CSI 6
CHAPTER 2 SUMMARY OF FINDINGS 7
Summary of Findings – Music & video 7
CHAPTER 3 SYNOPSIS AND COMPARATIVES 11
Synopsis and Comparatives – Music & video 11
CHAPTER 4 RANKINGS 13
Overall ranking – Music & video 13
Winners since last year – Music & video 14
Losers since last year – Music & video 15
Ranking for range – Music & video 16
Ranking for price – Music & video 17
Ranking for convenience – Music & video 18
Ranking for quality – Music & video 19
Ranking for service – Music & video 20
Ranking for ambience – Music & video 21
Ranking for facilities – Music & video 22
Ranking for layout – Music & video 23

LIST OF TABLES
Table 1: Synopsis of highest scoring retailers overall and by factor 2009 and 2010 11
Table 2: CSI comparatives between music & video and all retail 2010 11
Table 3: Retailers ranked by overall CSI score 2005-2010 13
Table 4: Retailers with the most significant gains in overall CSI score in the past year 14
Table 5: Retailers with the most significant gains in overall CSI rank in the past year 14
Table 6: Retailers with the most significant losses in overall CSI score in the past year 15
Table 7: Retailers with the most significant losses in overall CSI rank in the past year 15
Table 8: Retailers ranked by CSI score for range 2005-2010 16
Table 9: Retailers ranked by CSI score for price 2005-2010 17
Table 10: Retailers ranked by CSI score for convenience 2005-2010 18
Table 11: Retailers ranked by CSI score for quality 2005-2010 19
Table 12: Retailers ranked by CSI score for service 2005-2010 20
Table 13: Retailers ranked by CSI score for ambience 2005-2010 21
Table 14: Retailers ranked by CSI score for facilities 2005-2010 22
Table 15: Retailers ranked by CSI score for layout 2005-2010 23

LIST OF FIGURES
Figure 1: Yearly overall score comparatives, music & video and all retail 2005-2010 12

For More information please contact :

http://www.aarkstore.com/reports/UK-Consumer-Satisfaction-Index-2010-Music-Video-37426.html

Minal HSEOvinod.minal@gmail.comhttp://www.aarkstore.com
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