While retail Web sites did a slightly better job of satisfying customers this holiday season, some of the biggest names in retail ranked among the laggards in customer satisfaction, according to a study released today.
The sites with the best customer satisfaction were Netflix, Amazon, L.L. Bean, QVC, and Apple, according to ForeSee Results’ Top 40 Online Retail Satisfaction Index. The research company used the methodology of the University of Michigan’s American Customer Satisfaction Index to analyze surveys of 1.6 million consumer households conducted between Nov. 28 and Dec. 19. Respondents had visited at least one of the top 40 sites (based on sales volume) within the past 14 days.
Netflix received the highest ranking, 86, out of a possible 100 points, getting good scores in all four of the areas rated by online shoppers: site experience, merchandise, brand, and price. The aggregate score for the group of 40 was 75, up 1.4% from the preceding year. Rounding out the top 10 sites for customer satisfaction were Old Navy, Quixtar, HP Shopping, New Egg, and BN.
No comments yet.