The UK Customer Satisfaction Index 2014 for music & video is based around individual retailers and provides a highly detailed, data-rich overview of a retailer's customers, drawing on a nationwide survey of 6,000 shoppers each year.
Measure and rank your performance in customer satisfaction in the sector and assess how this has changed using six years of history (2009–14).
Includes ratings for price, range, quality, service, convenience, ambience, layout and facilities. Use these to understand strengths and weaknesses.
Identifies the biggest CSI winners and losers in music & video this year, highlighting those that pose the greatest threat to your business.
Despite a 21 point fall in its overall score Amazon has held onto topspot. The pureplay also tops the sector in three other categories, a clear sign of the strength of its offer and the high regard that it is held in by its customers.
Asda was the only retailer not to see a fall in its overall score in 2014. The second placed retailer has therefore closed the gap to Amazon. It must now ensure it uses its online platform to promote its expanding range.
iTunes experienced a 24 point fall in its overall score, the highest within the music & video sector. This is the result of improvements by its rivals who are increasingly competitive on range in particular.
Reasons To Buy
What is driving satisfaction for different retailers in music & video? Which retailers have improved the most?
What are your competitors' strengths and weaknesses and how can you exploit them by adapting your own strategies?
How are drivers of satisfaction changing in terms of importance in the consumers' eyes? What impact is the economy having on drivers of satisfaction?