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Published by: Verdict Research Ltd
Published: Jan. 27, 2009 - 22 Pages
Table of Contents
- 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 2008 and 2009
- Table 2: CSI comparatives between music & video and all retail 2009
- Table 3: Retailers ranked by overall CSI score 2004-2009
- 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 2004-2009
- Table 9: Retailers ranked by CSI score for price 2004-2009
- Table 10: Retailers ranked by CSI score for convenience 2004-2009
- Table 11: Retailers ranked by CSI score for quality 2004-2009
- Table 12: Retailers ranked by CSI score for service 2004-2009
- Table 13: Retailers ranked by CSI score for ambience 2004-2009
- Table 14: Retailers ranked by CSI score for facilities 2004-2009
- Table 15: Retailers ranked by CSI score for layout 2004-2009
- LIST OF FIGURES
- Figure 1: Yearly overall score comparatives, music & video and all retail 2004-2009
AbstractIntroduction
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.
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