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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 to win customers from them.

Scope

Measures and ranks customer satisfaction for all significant retailers in the sector over six years (2002-2007) Includes ratings for eight performance metrics: price, range, quality, service, convenience, ambience, layout and facilities Covers 9 retailers including Amazon, Asda, HMV, Play.com, Music Zone, Tesco, Virgin, WH Smith and Woolworths

Highlights

Amazon retains the top spot for the second year running, with a CSI score of 166 21 points higher than the previous year the largest gain of all music and video retailers. Amazon scores the highest for both service and facilities. Play.com enters the CSI index in second place with an overall score 43 points higher than the average for music & video retailers. The retailer's comprehensive and easy to navigate website helped it jump straight into the top spot for service. Asda delivers another robust performance, achieving third place behind leading pureplay online specialists. Though its performance weakened across a number of key aspects, relegating it to third place from second place the previous year, Asda has achieved the highest score among non-specialists this year.

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 that can be exploited to your advantage. Independently track how strategies and management policy are affecting or influencing customer satisfaction.

TABLE OF CONTENTS
CHAPTER 1 EXECUTIVE SUMMARY 5
About CSI 5
CHAPTER 2 SUMMARY OF FINDINGS 6
Summary of Findings – music & video 6
CHAPTER 3 SYNOPSIS AND COMPARATIVES 9
Synopsis and Comparatives – music & video 9
CHAPTER 4 RANKINGS 11
Overall ranking – music & video 11
Winners since last year – music & video 12
Losers since last year – music & video 13
Losers since last year – music & video 13
Ranking for range – music & video 14
Ranking for price – music & video 15
Ranking for convenience – music & video 16
Ranking for quality – music & video 17
Ranking for service – music & video 18
Ranking for ambience – music & video 19
Ranking for facilities – music & video 20
Ranking for layout – music & video 21

LIST OF TABLES
Table 1: Synopsis of highest scoring retailers overall and by factor 2006 and 2007 9
Table 2: CSI comparatives between music & video and all retail 2007 9
Table 3: Retailers ranked by overall CSI score 2002-2007 11
Table 4: Retailers with the most significant gains in overall CSI score in the past year 12
Table 5: Retailers with the most significant gains in overall CSI rank in the past year 12
Table 6: Retailers with the most significant losses in overall CSI score in the past year 13
Table 7: Retailers with the most significant losses in overall CSI rank in the past year 13
Table 8: Retailers ranked by CSI score for range 2002-2007 14
Table 9: Retailers ranked by CSI score for price 2002-2007 15
Table 10: Retailers ranked by CSI score for convenience 2002-2007 16
Table 11: Retailers ranked by CSI score for quality 2002-2007 17
Table 12: Retailers ranked by CSI score for service 2002-2007 18
Table 13: Retailers ranked by CSI score for ambience 2002-2007 19
Table 14: Retailers ranked by CSI score for facilities 2002-2007 20
Table 15: Retailers ranked by CSI score for layout 2002-2007 21