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 (2003-2008). Includes ratings for eight performance metrics: price, range, quality, service, convenience, ambience, layout and facilities. Covers 10 leading music & video retailers including HMV, Zavvi, Amazon, Play.com, iTunes, Tesco and Asda.

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.

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.