Consumer Satisfaction Index 2008: UK Music & Video

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.

Report Highlights
For the first time three online only retailers lead the music & video consumer satisfaction rankings. The shift is symbolic of a fundamental change in consumer preferences. For the third year running, Amazon satisfies its customers more than any other music & video retailer. Interestingly, Amazon the world's largest pureplay Internet retailer does not come top in any one category but has a broad based appeal that results in a six point lead over its nearest competitor overall. Holding onto second place is the new online music & video leader by market share, Play.com. Play.com has performed impressively over recent years to increase its sales and market share, and close the gap on the once unassailable Amazon.
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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 10
Synopsis and Comparatives – Music & Video 10
CHAPTER 4 RANKINGS 12
Overall ranking – Music & Video 12
Winners since last year – Music & Video 13
Losers since last year – Music & Video 14
Ranking for range – Music & Video 15
Ranking for price – Music & Video 16
Ranking for convenience – Music & Video 17
Ranking for quality – Music & Video 18
Ranking for service – Music & Video 19
Ranking for ambience – Music & Video 20
Ranking for facilities – Music & Video 21
Ranking for layout – Music & Video 22
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Table 1: Synopsis of highest scoring retailers overall and by factor 2007 and 2008 10
Table 2: CSI comparatives between Music & Video and all retail 2008 10
Table 3: Retailers ranked by overall CSI score 2003-2008 12
Table 4: Retailers with the most significant gains in overall CSI score in the past year 13
Table 5: Retailers with the most significant gains in overall CSI rank in the past year 13
Table 6: Retailers with the most significant losses in overall CSI score in the past year 14
Table 7: Retailers with the most significant losses in overall CSI rank in the past year 14
Table 8: Retailers ranked by CSI score for range 2003-2008 15
Table 9: Retailers ranked by CSI score for price 2003-2008 16
Table 10: Retailers ranked by CSI score for convenience 2003-2008 17
Table 11: Retailers ranked by CSI score for quality 2003-2008 18
Table 12: Retailers ranked by CSI score for service 2003-2008 19
Table 13: Retailers ranked by CSI score for ambience 2003-2008 20
Table 14: Retailers ranked by CSI score for facilities 2003-2008 21
Table 15: Retailers ranked by CSI score for layout 2003-2008 22
Figure 1: Yearly overall score comparatives, Music & Video and all retail 2003-2008 11
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