Online retailers Netflix, QVC.com and Amazon lead in customer satisfaction, according to the ForeSee Results Top 100 Online Retail Satisfaction Index out today.
“Netflix, QVC Score Well With Online Consumers”
Broken down by category, retailers that sell books, CDs and DVDs generally have the best scores overall, while apparel and computer/electronic retailers usually score below average.
Netflix and QVC had the highest satisfaction score both receiving an 85 on the American customer satisfaction Index (ACSI) 100- point scale. Others that performed well include Amazon (83), Barnes & Noble (82), DrsFosterSmith.com (81), LLBean.com (79), and Apple (79).
Those that came out on the low end of the spectrum were PCMall.com and PCConnection.com each receiving a score of 67.
“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 though 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.”
“Lower scoring retailers shouldn’t be discouraged, since they have the greatest opportunity to improve the website shopping experience and they are still ranked among the top 100 retailers in terms of online sales,” said Freed.
“”By increasing online customer satisfaction, these retailers will see a profound impact on financial performance.”
The report by ForeSee Results is based on over 20,000 surveys of consumers who visited the top 100 revenue-grossing retail websites, as identified in the Internet Retailer Top 500 Guide.
