Online Satisfaction Increases
The most recent annual report released by ForeSee Results shows that online consumer satisfaction has increased over the past year, despite the weakening economy. The aggregate satisfaction index increased one percentage point from 74 to 75.
Netflix.com held onto its top spot on the list of top retail sites ranked by consumer satisfaction with a score of 86, a one point increase from last year’s 85. QVC.com ranked second with a score of 84, a one point decrease from last year’s 85.
Amazon.com (83), DrsFosterSmith.com (81), Shutterfly.com (80), Newegg.com (80), Apple.com (80), BassPro.com (79), Shopping.HP.com (79), and Avon.com (79) rounded out the top 10.
NiemanMarcus.com experienced the largest boost in consumer satisfaction as its score increased 8.7%, from 69 to 75. It is ranked 38.
eBags.com saw the biggest decline in its score, from 75 to 72.
"Satisfaction matters and it’s what’s going to drive financial success. A dissatisfied consumer becomes a liability,” said Larry Freed, chief executive of ForeSee Results. “Not only are they not going to purchase from you again, they may go out there and say bad things about you. Focusing on satisfying a customer is going to pay off for retailers."
