E-Commerce Satisfaction Drops
According to a recent report released by ForeSee Results and FGI Research, consumer satisfaction with the top 100 e-commerce sites declined 2.7 percent in Spring 2009 compared to Spring 2008.
The Top 100 Online Retail Satisfaction Index uses a 100-point scale, with 100 corresponding to the highest score.
The aggregate score for the top 100 online retail sites was 73 in Spring 2009, compared to 75 in Spring 2008.
Only 16 of the top 100 sites in the index experienced year-over-year increases in their satisfaction scores, while 55 sites saw their score drop.
“When times get tough some retailers continue to focus on the customer, others go into their cost-cutting mode,” said Larry Freed, president and CEO of ForeSee Results in an interview with ClickZ Stats.
Netflix.com remained the top rated online retailer, scoring an 85 this year, a slight drop from 86 a year ago.
Amazon.com was second with a score of 84, up slightly from 83 last year. Avon, drsfosterandsmith.com, newegg.com and qvc.com were all tied for third with scores of 81.
Tigerdirect.com was fourth with a 79, followed by hpshopping.com, llbean.com, shutterfly.com and victoriassecret.com with scores of 78.
Kohls.com experienced a relatively strong increase in its satisfaction score, rising to 76 from 72 last year, a 5.6 percent boost. This was the biggest increase of all 100 retailers in the index.
Apple.com’s score dropped 6.3 percent to 75 from 80 last year.
CVS.com was another big loser, scoring a 71 this year, compared to 77 last spring, a 7.8 percent drop.
Neimanmarcus.com experienced a 6.7 percent drop in its score, which was 70 this year, compared to 75 last year.
Etronics.com displayed the biggest drop, percentage-wise, scoring a 63 this year, an 11.3 percent decline from 71 last year.
Freed noted that price sensitivity worked in the favor of discount retailers, including Kohl’s and Costco.
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