Customer satisfaction with online retailers this holiday shopping season was down slightly from last year, according to a report by ForeSee Results.
Consumers surveyed this year for the ForeSee Results Top 40 Online Retail Satisfaction Index gave leading online retailers an average of 74 points out of 100, a drop of 1.3 points from a year ago, according to the customer-satisfaction-measurement firm.
"Online shopping is still the bright spot for holiday retailers, but
lower satisfaction coupled with slower than expected spending growth puts a little cloud over the season," said Larry Freed, president and CEO of ForeSee, in a statement.
Netflix led the index with a score of 86. Amazon.com came in at No. 2 with a score of 82.
However, although Amazon.com came in second, the online seller of just about everything lost 2.4 points from last year, according to ForeSee.
And while Internet-only merchants led the pack, a couple of multichannel merchants with traditional direct marketing roots also scored high enough to put them in an elite category, according to ForeSee. QVC and L.L. Bean came in at Nos. 3 and 4, respectively, with scores of 80 each.
Also, TigerDirect scored a healthy 77 and Williams-Sonoma scored a respectable 75.
The most improved Web sites from last year were Costco, which scored 72, up 4.3 from last year; online shoe merchant Zappos.com, which scored 78, up 4 from last year; and Avon, up 3.9 to 79.
