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Business News Digital Retail
Play.com top customer satisfaction survey
By CMU Editorial | Published on Wednesday 25 February 2009
Reminding us why music is disappearing from the high street, online entertainment seller Play.com has just come top in a customer satisfaction survey, coming ahead of both its online and high street rivals in a poll on the stores shoppers prefer.
Play.com scored 87 out of 100 in the CFI Group’s UK Customer Satisfaction Index for the retail sector, ahead of both Amazon and iTunes who scored 85 and 82 respectively.
The survey, based on a methodology employed in the US retail sector, and utilising interviews with 6000 consumers in the latter part of 2008, didn’t make great reading for anyone involved in high street retail (in fact, I don’t think high street entertainment stores are specifically referenced in the survey, it’s supermarket and department stores that are rated).
As a general rule online stores fared consistently better than their high street rivals with even John Lewis, renowned for its fine customer service, scoring 80, putting it behind Play.com, Amazon and iTunes.
Though I suppose in the real world there are more opportunities to piss customers off – providing you have a more or less user-friendly website, your payment system is secure and Royal Mail deliver on time, less can go wrong in internet shopping.
Commenting on the survey, Play.com boss Stuart Rowe told reporters: “We are absolutely delighted to have achieved first place in the National Customer Satisfaction Index ahead of all other UK retailers. This is a truly superb achievement for Play.com, especially as customer service is at the heart of everything that we do. The fact that customers appreciate the focus we give to it is a real reflection that we have been successful in our efforts”.
