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市場調查報告書
英國消費者之滿意度索引(2010年)：音樂及影片零售業者
UK Consumer Satisfaction Index 2010: Music & Video
| 出版商 |
Datamonitor |
| 出版日期 |
2010年01月 |
商品編碼 |
111683 |
| 內容資訊 |
英文 23 pages |
| 價格 |
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英國消費者之滿意度索引(2010年)：音樂及影片零售業者 是由出版商Datamonitor在2010年01月所出版的。
這份英文市場調查報告書包含23 pages 價格從美金3255起跳。
本報告為，以英國消費者對音樂及影片零售業者之滿意度進行調查，並由其結果匯整出產品範圍、價格、便利性、品質、服務等8項目中對各家企業之滿意度排名，以下列摘要形式闡述。
第1章 實施概要
第2章 調查結果概要
第3章 概要及比較
第4章 排名
- 總排名
- 去年勝利者
- 去年失敗者
- 排名：產品範圍
- 排名：價格
- 排名：便利性
- 排名：品質
- 排名：服務
- 排名：氣氛
- 排名：設備
- 排名：產品佈局
圖表清單
Abstract
Introduction
Verdict Research: During a recession, with consumer confidence at a low ebb,
keeping your customers satisfied and retaining them is vital for survival.
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 of this research
- Measures and ranks customer satisfaction for all significant retailers in
the sector over six years (2005-2010).
- Includes ratings for eight performance metrics: price, range, quality,
service, convenience, ambience, layout and facilities.
- Covers eight retailers including Amazon, Asda, HMV, iTunes, Morrison,
Sainsbury, Tesco, WH Smith.
Research and analysis highlights
For the fourth year running, Amazon satisfies its customers more than any
other music & video retailer. At the heart of its proposition is a website
renowned for its usability and functionality. These core traits are further
strengthened by its respected user reviews. Amazon' s early mover advantage has
established its brand in the consumer psyche.
For the fourth successive year, Play.com finishes as runner-up. According to
our e-retail research, Play.com is now the second most popular online music &
video store. Like Amazon, Play.com is one of the more established online
retailers, with a strong brand that is reflected in its commitment to service,
low prices and range.
HMV, the sole remaining major high street specialist, takes fourth place and
is the highest climber. Indeed, HMV is one of this year' s biggest winners. HMV
rise from seventh place in 2009, the biggest increase in the rankings of any
music & video retailer.
Key reasons to purchase this research
- 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 and
exploit them to your advantage.
- Independently track how strategies and management policy are affecting or
influencing customer satisfaction.
Table of Contents
EXECUTIVE SUMMARY
SUMMARY OF FINDINGS
- Summary of Findings - Music & video
SYNOPSIS AND COMPARATIVES
- Synopsis and Comparatives - Music & video
RANKINGS
- Overall ranking - Music & video
- Winners since last year - Music & video
- Losers since last year - Music & video
- Ranking for range - Music & video
- Ranking for price - Music & video
- Ranking for convenience - Music & video
- Ranking for quality - Music & video
- Ranking for service - Music & video
- Ranking for ambience - Music & video
- Ranking for facilities - Music & video
- Ranking for layout - Music & video
TABLES
- Table: Music & video highest scoring retailers overall and by factor 2009
& 2010
- Table: CSI comparatives between music & video and all retail 2010
- Table: Retailers ranked by overall CSI score 2005-2010
- Table: Music & video retailers with the most significant gains in overall
CSI score 2010
- Table: Retailers with the most significant gains in CSI ranking in music &
video 2010
- Table: music & video retailers with the most significant losses in overall
CSI score 2010
- Table: Retailers with the most significant losses in CSI ranking in music
& video 2010
- Table: Retailers ranked by CSI score for range 2005-2010
- Table: Retailers ranked by CSI score for price 2005-2010
- Table: Retailers ranked by CSI score for convenience 2005-2010
- Table: Retailers ranked by CSI score for quality 2005-2010
- Table: Retailers ranked by CSI score for service 2005-2010
- Table: Retailers ranked by CSI score for ambience 2005-2010
- Table: Retailers ranked by CSI score for facilities 2005-2010
- Table: Retailers ranked by CSI score for layout 2005-2010
FIGURES
- Figure: Yearly overall score comparatives, music & video and all retail
2005-2010
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