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.