June 11, 2008, 12:00 AM

Netflix captures the leading role in customer satisfaction

Netflix was tops in customer satisfaction in the latest ForeSee Results rankings. Online satisfaction also has a strong impact on online purchasing, ForeSee CEO Larry Freed said yesterday at the 2008 Internet Retailer Conference & Exhibition.

Bill Briggs

Senior Editor

Netflix, QVC and Amazon.com continue to lead the Internet Retailer Top 100 in customer satisfaction, according to ForeSee Results.

Among the five top-ranked retailers, Netflix, No. 17 in the Internet Retailer Top 500 Guide, was at the top with a score of 86 in customer satisfaction out of a possible 100 points. Following Netflix in ForeSee’s report was QVC.com (No. 11) with a score of 84, Amazon.com (No. 1) with a score of 83, DrsFosterSmith.com (No. 91) at 83 and Apple (No. 7) at 81. “Increasingly, online satisfaction has strong impact on online purchasing, customer loyalty and recommendation behavior,” ForeSee CEO Larry Freed told attendees today at the Internet Retailer Conference & Exhibition in Chicago.

Customer satisfaction with the Top 100 e-retailers is up 1.3% from last year to a score of 75, which is positive news. Of the companies measured last year, 45 sites have higher scores this year, while 17 have lower. Purchase intent is flat from last year with a score of 78.

“A one point increase in customer satisfaction resulted in an average increase of $112 million for Top 100 online retailers over two years,” Freed told attendees.

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