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Summary
The UK Customer Satisfaction Index 2014 for music and 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 and video this year, highlighting those that pose the greatest threat to your business.

Synopsis
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 and 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 and 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?

Table Of Contents

UK Customer Satisfaction Index 2014 Music and Video | Verdict Consumer Report
Table of Contents
1 Overview
2 Executive Summary
2.1 About CSI
3 Summary of Findings - Music and 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 and video
5 Rankings
5.1 Overall ranking - music and video
5.2 Losers since last year - music and video
5.3 Rankings for range - music and video
5.4 Rankings for price - music and video
5.5 Rankings for convenience - music and video
5.6 Rankings for quality - music and video
5.7 Rankings for service - music and video
5.8 Rankings for ambience - music and video
5.9 Rankings for facilities - music and video
5.1 Rankings for layout - music and video
6 Methodology
6.1 About CSI
7 Appendix
7.1 About Verdict Retail
7.2 Disclaimer

List of Tables
Table 1: Music and video highest scoring retailers overall and by factor, 2013 and 2014
Table 2: CSI comparatives between music and video and all retail, 2014
Table 3: Music and video retailers ranked by overall CSI score, 2014
Table 4: Music and video retailer with the most significant losses in overall CSI score, 2014
Table 5: Music and video retailers ranked by latest CSI score for range, 2009-14
Table 6: Music and video retailers ranked by latest CSI score for price, 2009-14
Table 7: Music and video retailers ranked by latest CSI score for convenience, 2009-14
Table 8: Music and video retailers ranked by latest CSI score for quality, 2009-14
Table 9: Music and video retailers ranked by latest CSI score for service, 2009-14
Table 10: Music and video retailers ranked by latest CSI score for ambience, 2009-14
Table 11: Music and video retailers ranked by latest CSI score for facilities, 2009-14
Table 12: Music and video retailers ranked by latest CSI score for layout, 2009-14

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

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