Once at the top of the list for many years, a few misteps this year caused Netflix to drop in the ForeSee E-Retail Satisfaction Index. TechCrunch on the results:
Amazon climbed two points to score 88 on the study’s 100-point scale, which is the highest score from any retailer in 14 consecutive studies. Netflix’s well-publicized blunders, including price hikes last summer and the unsuccessful attempt to spin off the DVD rental business, caused its customer satisfaction to plummet by seven points and 8% to 79.
Netflix saw scores drop in every single element of the website that ForeSee measures, including site content, site functionality, merchandise, and prices. Next to Netflix, both Gap (down 6% to 73) and Overstock.com (down 5% to 72) saw the largest declines in satisfaction, leaving them with scores at the bottom of the Index.
Considering how Netflix screwed its consumer base and its shareholders, I'm surprised Netflix did this well.
Posted by: ReedScrewedMe | December 28, 2011 at 10:26 PM
RSM, I feel the same way.
I left Netflix due to a dwindling selection, prices increases, and technical issues with a couple titles I wanted to watch.
Posted by: Scotty | December 28, 2011 at 11:54 PM
I cut the final cord this month and I wouldn't be able to do it without Netflix. Missteps aside, they are still the same great service.
Posted by: ScottZ | December 30, 2011 at 06:04 PM
Who cares.
Posted by: Hn | January 01, 2012 at 06:56 PM