Major players lead the way in customer satisfaction
Netflix, QVC.com and Amazon.com best satisfy their site visitors, according to the latest results from the ForeSee Results Top 100 Online Retail Satisfaction Index, which is based on surveys of consumers who visited the top 100 revenue-grossing retail web sites, as identified in the Internet Retailer Top 500 Guide.
Netflix and QVC.com lead the way with a satisfaction score of 85 out of 100. Other customer favorites include Amazon.com (83), Barnes & Noble’s BN.com (82), DrsFosterSmith.com (81), LLBean.com (79) and Apple.com (79). Retailers selling books, CDs and DVDs tend to score best overall, while apparel & accessory retailers and computer/electronics retailers generally perform below average.
“It’s impressive that some retailers’ satisfaction scores for browsers are so high,” said Larry Freed, president and CEO of ForeSee Results. “We expect purchaser satisfaction of the leaders to be high, but high browser satisfaction scores represent the strong positive contribution of the online shopping experience that has been difficult to quantify through other metrics. It’s also notable that while some of the biggest online retailers achieved high satisfaction scores, size doesn’t necessarily equate with high satisfaction. There are a number of smaller niche retailers that are rated in the top tier by online shoppers.”
The report is based on more than 20,000 surveys of consumers. Using the methodology of the University of Michigan’s American Customer Satisfaction Index, the study measured how well the top retail sites delivered the kind of site experience customers want.
Other findings of the third annual spring study include:
- The lowest scorers include PCMall.com and PCConnection.com, each with a score of 67.
- Nordstrom.com (73) leads high end retailers. Macys.com scored 69, while SaksFifthAvenue.com scored 70.
- JCPenney.com and Target.com (both 76) lead department store retailers. Walmart.com isn’t far behind (75) while Costco.com and Sears.com trail with a score of 72.
- LLBean.com (79), shoe-retailer Zappos.com (79) and VictoriasSecret.com (77) lead the apparel and accessories category.
Back...
