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UK Customer Satisfaction Index 2014 Music and Video - Verdict Consumer Report

UK Customer Satisfaction Index 2014 Music and Video - Verdict Consumer Report

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Executive Summary

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.

Key Findings

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?

1 Overview

2 Executive Summary

2.1 About CSI

3 Summary of Findings - Music & Video

3.1 Amazon retains top spot but gap to second narrows...

3.2 ...despite now topping the sector in four categories

3.3 Asda is the only retailer not to see a fall in overall satisfaction

3.4 Increased competition results in iTunes falling back the most

3.5 HMV retains ascendancy for range and quality

3.6 Tesco remains last as score for price falls 14 points

4 Synopsis and Comparatives

4.1 Music & video

5 Rankings

5.1 Overall ranking - music & video

5.2 Losers since last year - music & video

5.3 Rankings for range - music & video

5.4 Rankings for price - music & video

5.5 Rankings for convenience - music & video

5.6 Rankings for quality - music & video

5.7 Rankings for service - music & video

5.8 Rankings for ambience - music & video

5.9 Rankings for facilities - music & video

5.1 Rankings for layout - music & video

6 Methodology

6.1 About CSI

7 Appendix

7.1 About Verdict Retail

7.2 Disclaimer

Figure 1: Yearly average score comparatives, music & video and all retail 2009-14

Table 1: Music & video highest scoring retailers overall and by factor, 2013 and 2014

Table 2: CSI comparatives between music & video and all retail, 2014

Table 3: Music & video retailers ranked by overall CSI score, 2014

Table 4: Music & video retailer with the most significant losses in overall CSI score, 2014

Table 5: Music & video retailers ranked by latest CSI score for range, 2009-14

Table 6: Music & video retailers ranked by latest CSI score for price, 2009-14

Table 7: Music & video retailers ranked by latest CSI score for convenience, 2009-14

Table 8: Music & video retailers ranked by latest CSI score for quality, 2009-14

Table 9: Music & video retailers ranked by latest CSI score for service, 2009-14

Table 10: Music & video retailers ranked by latest CSI score for ambience, 2009-14

Table 11: Music & video retailers ranked by latest CSI score for facilities, 2009-14

Table 12: Music & video retailers ranked by latest CSI score for layout, 2009-14

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