New research suggests playing music increases retailers' Net Promoter Scores

11 September 2017 - Press release

New customer research has revealed that retail stores playing music have significantly higher Net Promoter Scores (NPS) than those who don't play music at all, meaning customers are more likely to recommend those retailers to others.

What's more, people visiting stores where they hear music are significantly more likely to enjoy their visit and say they are significantly more likely to return to those retailers again.

Carried out by an independent company, the research looks at the perceived value of music in the high street retail sector, highlights the positive impact music can have on customer experiences, particularly when suitable music is played.

When thinking about stores that play music, music has to be done well to yield the greatest benefits to the retailer – poor music can be worse than no music at all.

 

 

When looking at customer attitudes towards music in stores, people were significantly more likely to describe stores playing music as more dynamic, upbeat and fun.

Of those surveyed aged between 18 and 44: 

- 82 per cent believe music improves the atmosphere in retail stores.

- 79 per cent enjoy listening to music when shopping.

- 78 per cent believe that when good music is played in stores, it makes them feel more positively towards those retailers.

- 66 per cent think more stores should play music.

- 62 per cent are more likely to stay longer in stores that play good music.

The research was commissioned by collective management organisations PPL and PRS for Music. PPL represents tens of thousands of performers and record labels, while PRS for Music represents songwriters, composers and music publishers. Both organisations ensure music creators get paid when their music is played in public or broadcast on radio or TV.

Peter Leathem, Chief Executive at PPL said, "These findings illustrate the important role music can play in creating the optimal retail customer experience. What's interesting is that some of those surveyed specifically said that stores should play music which is relevant to the brand and the customers who shop there. This shows just how music savvy customers are these days, and highlights the importance of a well-planned music strategy to satisfy customer demand for good music".

Paul Clements, Commercial Director, PRS for Music, said: "It's great to see that music is as popular as ever in the retail space and can have a real impact on customer satisfaction. This research shows that when it is used in the right way, music is an important factor not just in encouraging customers to spend more time in stores, but also in establishing positive feelings towards those retailers. The right music can really add a dynamic element to a brand's identity."