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

*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.

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.

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 and exploit them to your advantage.

*Independently track how strategies and management policy are affecting or influencing customer satisfaction.