Among the top
consumer brands, entertainment/media companies don’t figure well into top customer satisfaction, according to a recent survey.
Among the top 100 companies, Walt Disney came in tenth
place with an 84 satisfaction score, according to research from the Ann Arbor, Mich.-based ForeSee, which analyzes customer experience analytics.
ForeSee also tallies
“retention,” “upsell” and “recommend” metrics when it comes to consumer research. It surveyed 75,000 customers from seven industries for the first nine months of
Apple, Sony and Discovery Communications made the list, each with a 83 satisfaction score. Google had a 81 number. MTV was lower down the list at a 73 satisfaction score.
Facebook had one of the lowest overall satisfaction indexes at 69. The researcher says: “The company seems to have lost the trust of the social-media community and can use customer experience
data to help identify what customers want and expect in order to improve overall satisfaction.”
The top five brands include: Amazon at an 87 number; Avon and Nordstrom, at 86; Moet
& Chandon, Mercedes-Benz, Honda, Heinz and Coach at an 85 number.
ForeSee says customer experience “customer experience is predictive of future business success.”