Netflix once again topped the ForeSee Customer Satisfaction Survey, this year in a tie with Amazon.com.
“In a recession, knowing that improving customer satisfaction with your website can engender that kind of loyalty and purchase intent is like money in the bank,” said Larry Freed, President and CEO of ForeSee Results. “But too many e-retailers are ignoring this crucial metric, and it shows in the results of our study. Only two of the 40 measured e-tailers scored above 80, and more than a quarter scored 70 or below. Nearly 40% saw satisfaction drop year-over-year. That’s just not playing to win in this economy.”
The only two e-retailers scoring above 80 on the study’s 100–point scale (generally considered the threshold for excellence by the ACSI) are Amazon and Netflix, both at 84. QVC was a distant third at 79. Not surprisingly, Amazon just reported its best ever holiday season. “Amazon is setting the bar for online retail satisfaction and sales, and I expect they will have better financial results than the rest,” added Freed.