Company News • 19.10.2017

Music strengthens trust and reliability

Mood Media's before-and-after comparison shows the positive impact of music on the customer experience

Even branches away from the classical retail trade can have a positive effect on customers with the right music concept in their sales points. This is the result of a qualitative and quantitative study by Mood Media, the internationally leading in-store media solutions company, and SACEM, the French non-profit society to collect and to distribute music royalties. The study examined the influence of music on the customer experience not only in retail but also in more conservative environments such as banks and pharmacies.

Supplier
Logo: Mood Media GmbH

Mood Media GmbH

Wandalenweg 30
20097 Hamburg
Germany
Infographics: Infographics about the positive effects of music at the point of...
Source: Mood Media GmbH

The Mood Media survey interviewed more than 1,000 customers and a total of 50 employees in five selected sales outlets in France who had never played music before, including businesses in the banking, optics, pharmacy, gas station and sports apparel industries. For each of the stores participating in the survey, Mood Media developed an individual music concept in the period from March to June 2017. The survey of customers and employees was conducted before and after the use of music and was carried out by the independent opinion research institute LSA.

Overview: Some major highlights

  • 70 percent of customers had a more positive perception of a business’ image when the site was playing music; 65 percent of customers agreed that on site music helped to differentiate the business from its competition.
  • 93 percent of employees preferred music versus no music at work.
  • When more traditionally serious sectors (banking & pharmacy) were silent, only 33 percent of customers initially thought adding music would feel appropriate in those establishments. However, once introduced, 76 percent of customers agreed the overhead music was compatible with and complementary to the purpose of those sectors.
  • The majority of customers, particularly in banking, felt more comfortable having confidential, private conversations when music was playing to somewhat mask their conversations from others.

"The results of this study revealed and quantified the impact and potential that music offers across a wide array of business types,” said Jean-Félix Choukroun, director of customer relations at Sacem. “Sacem is dedicated to helping our clients find the best sound systems and solutions that cater to their individual brand. We are convinced – and this study supports this direction – that music plays a key element in attracting and retaining customers while also greatly improving employees’ sense of well-being at work."

Additional takeaways and results from the study

Music improves the Customer Experience and sense of loyalty in all sectors of activity.

  • Nearly 8 out of 10 customers within these usually silent locations said they prefer the site when enhanced with music.
  • The Net Promoter Score (NPS) – an index measuring the willingness and likelihood of customers to recommend a company's products or services to others – increased by 30 percent when customized music was playing compared to when the establishment was without music.
  • When music was playing on site, 72 percent of first-time visitors said they were likely to visit again. When the business had no music playing, only 50 percent indicated they would likely revisit, a 22-point decline in customer return rankings.

Music improves brand perception.

  • 76 percent of customers felt that their service wait times passed faster when music was playing.
  • The perception of a business as “premium” increased by 20 points, from 36 percent to 56 percent when the business played music.

Music improves the relationship with customers and the daily lives of employees.

  • 67 percent of employees perceived customers as being in a better mood when music was playing on site.
  • Site associates consider music to be a real motivator: 93 percent of the employees studied prefer listening to music at work.

Sense of seriousness and confidentiality increases with music.

  • Once exposed to music in the “serious” business environments such as banking & pharmacy, 76 percent of customers agreed that the music was compatible with and complementary to the seriousness of the sectors.
  • 56 percent of customers felt more comfortable having private, confidential conversations when music was playing on premise, as compared to just 26 percent when no music was playing.

related articles:

popular articles:

Thumbnail-Photo: Vast majority of consumers plan to return holiday gifts...
03.10.2019   #pos marketing #personalization

Vast majority of consumers plan to return holiday gifts

“Retailers need to seize the moment."

During the upcoming holiday season 77 percent of consumers surveyed said they plan to return a portion of their gifts, with nearly 20 percent expecting to return more than half of their presents (sorry grandma!). This is both a blessing and a curse ...

Thumbnail-Photo: The POS TUNING Pizza Presenter
24.07.2019   #product presentation #refrigerated shelves

The POS TUNING Pizza Presenter

The presentation solution for round pizzas in the chilling area

At the point of sale, customers can only buy what they see. This is the motto of POS TUNING from Bad Salzuflen, the solution provider for optimized product presentation at the point of sale for almost all product categories.The POS T Pizza Presenter ...

Thumbnail-Photo: Distract or divert!
10.09.2019   #customer satisfaction #customer relationship management

Distract or divert!

How to engage customers at the checkout

Retailers and retail designers spend a considerable amount of time discussing and juggling a crucial aspect of the customer experience at the point of purchase: the checkout.To be fair, it’s not easy to turn the moment when customers have to ...

Thumbnail-Photo: SPAR continues European expansion with entry into Kosovo...
02.08.2019   #brick and mortar retail #business developement

SPAR continues European expansion with entry into Kosovo

6 store openings in 2019 and 7 more planned for 2020

The voluntary food retail organization SPAR International announces the brand’s entry into the Kosovan retail market, the 27th European market, in line with their expansion strategy.SPAR Kosovo is a new entity set up by a consortium of ...

Thumbnail-Photo: Mobile shoe closet on the road
27.09.2019   #sales promotion #fashion

Mobile shoe closet on the road

Luxury brand Tamara Mellon with first-ever traveling shoe store

Tamara Mellon, direct-to-consumer luxury brand, is taking their innovative retail concept on the road with the launch of the mobile TM Closet — the first-ever traveling shoe closet.Kicking off in Boston, the TM Closet will be located in ...

Thumbnail-Photo: 90+ year-old manufacturer redesigns its stores …...
19.09.2019   #consulting #customer satisfaction

90+ year-old manufacturer redesigns its stores …

… making window and door shopping easier, more personalized and enjoyable

Each year we hear about the increase in online sales, and the talk of the demise of brick-and-mortar stores. But, brick-and-mortar stores aren’t going anywhere – if they adapt. And Pella Windows & Doors is adapting.Rather than ...

Thumbnail-Photo: POS TUNING supports Grips&Co
26.09.2019   #sales promotion #product presentation

POS TUNING supports "Grips&Co"

POS TUNING is committed to promoting young talent in the retail

Since the magazine "Rundschau für den Lebensmittelhandel" launched the Grips&Co competition, the annual cult event for junior staff, HR specialists and brand industry has been taking place for almost 40 years. Two days of ...

Thumbnail-Photo: “What do you have that nobody else has?”...
16.09.2019   #data management #digital marketing

“What do you have that nobody else has?”

Exhibitor statements from the halls of DMEXCO 2019 on marketing trends and technology

We from iXtenso were visiting DMEXCO 2019 and looked around for the latest opportunities and technologies for marketers. We asked some companies what makes their solution unique – here are some answers. ...

Thumbnail-Photo: DJ, play me a song while I shop!
18.11.2019   #brick and mortar retail #in-store marketing

DJ, play me a song while I shop!

Can music increase sales volume? Retail store music playlists generated in real-time make it possible

How do you select the right music and ad spots for your retail store to play at just the right time? Do you have an employee who visits every store armed with a USB stick and downloads ready-made playlists to the respective equipment?Are there ...

Thumbnail-Photo: 91% of SMBs think customer reviews are critical...
25.07.2019   #customer satisfaction #customer relationship management

91% of SMBs think customer reviews are critical

Survey about online customer reviews on platforms

Uberall, Inc., a location marketing solution for businesses, released new data on how small- and medium-sized businesses feel about online customer reviews across platforms like Yelp, TripAdvisor, Facebook, Instagram, Google and more. For the ...

Supplier

VKF Renzel GmbH
VKF Renzel GmbH
Im Geer 15
46419 Isselburg
loadbee GmbH
loadbee GmbH
Nikolaus-Otto-Straße 13
70771 Leinfelden-Echterdingen
HappyOrNot
HappyOrNot
Innere Kanalstraße 15
50823 Köln
Mood Media GmbH
Mood Media GmbH
Wandalenweg 30
20097 Hamburg
POS TUNING Udo Voßhenrich GmbH & Co KG
POS TUNING Udo Voßhenrich GmbH & Co KG
Am Zubringer 8
32107 Bad Salzuflen
APG Cash Drawer
APG Cash Drawer
4 The Drove
BN9 0LA Newhaven