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UK Consumer Satisfaction Index 2010: Music & Video

Published by: Verdict Research Ltd

Published: Jan. 21, 2010 - 23 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 2009 and 2010
Table 2: CSI comparatives between music & video and all retail 2010
Table 3: Retailers ranked by overall CSI score 2005-2010
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 2005-2010
Table 9: Retailers ranked by CSI score for price 2005-2010
Table 10: Retailers ranked by CSI score for convenience 2005-2010
Table 11: Retailers ranked by CSI score for quality 2005-2010
Table 12: Retailers ranked by CSI score for service 2005-2010
Table 13: Retailers ranked by CSI score for ambience 2005-2010
Table 14: Retailers ranked by CSI score for facilities 2005-2010
Table 15: Retailers ranked by CSI score for layout 2005-2010
LIST OF FIGURES
Figure 1: Yearly overall score comparatives, music & video and all retail 2005-2010

Abstract

Introduction

Verdict Research: 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.


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