A consumer survey conducted by ForeSee Results and FGI Research indicates that overall, consumers who shopped online this holiday season were happy with the top 40 retailers on the Internet.
For the big picture, customer satisfaction rose 1.4%, or one point, to an overall score of 75 out of a possible 100 points for the Top 40 Online Retail Satisfaction Index.
The cream of the crop included the likes of Netflix.com (86), Amazon.com (84), LLBean.com (80), QVC.com (80), Apple.com (79), and OldNavy.com (79).
The bottom of the barrel included CDW.com (68), Costco.com (69), CompUSA.com (69), Macys.com (71), Overstock.com (71), PCConnection.com (71), and ToysRUs.com (71).
Department retailers saw big increases in its approval, with JC Penney, Sears, and Target garnering big jumps.
Apparel sites were the most satisfactory, with an average score of 76, followed by mass merchants and electronics retailers, both having averages of 74.
Of all the sites included in the index, 24 saw increases from last year’s satisfaction scores, while only seven saw declines.
The survey is based on the responses of 10,000 online holiday shoppers, and utilizes the methodology developed by the University of Michigan’s American Customer Satisfaction Index.
Sources:
http://www.informationweek.com/news/showArticle.
jhtml;jsessionid=MGABDWRBPYLNYQSNDLRSKHSCJUNN2JVN?
articleID=196702480
http://digital50.com/news/items/BW/2001/07/14/
20061227005068/holiday-shopping-netflix-amazon-
ll-bean-qvc-lead-top-e-tailers.html
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