Happy Holidays for Customers and E-retailers?
The annual list of top online holiday retailers is in, and there are almost no surprises at the top. ForeSee Results and FGI Research compiled the list of 40 retailers with the best customer satisfaction over the 2008 holiday season, using the Univ. of Michigan's American Customer Satisfaction Index's 100-point scale. The top-five are:
1 - Amazon
1 - Netflix
3 - QVC
4 - Apple
5 - Barnes & Noble
Overall satisfaction among consumers stands at 74, which is unchanged from the 2007 report. Amazon and Netflix were tied at the top, far ahead of the rest of the list with an 84. The biggest gains on the list went to Wal-Mart and HP, and the biggest losers were HSN and the Gap.
More than half of the top-40 sites scored below a 75 in customer satisfaction. Given that the sutdy found a highly satisfied shopper is 75 percent more likely to recommend a website, companies are missing a huge opportunity.
What was your experience this holiday shopping season? Did you do more shopping online, and if so what sites did you find best or worst in ease of use, service, and overall satisfaction?
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