ForeSee: Amazon, Netflix Tops In Consumer Satisfaction
For the report, ForeSee measured consumer satisfaction indexes for the 40 highest-selling U.S. retailers on a 100-point scale. Following Web-only companies Netflix and Amazon (with scores of 86 and 84, respectively) were LLBean.com (80), QVC.com (80), Apple.com (79), OldNavy.com (79), and Quixtar.com (79).
The bottom-ranked companies among the top 40 were CompUSA (69), CostCo.com (69) and CDW.com (68). The report stated that in addition to having low satisfaction index scores, the bottom companies also trail the pack in indicators of future purchases. "Not only do those companies trail the pack in satisfaction, they also trail in key future behavior measures, such as likelihood to purchase online and recommend to others," it stated.
Dell.com, which has in the past made headlines for poor consumer satisfaction, notably with online commentator Jeff Jarvis' series of blog posts entitled "Dell Hell," increased its consumer satisfaction index since last year. This year, the computer giant landed in 11th place with a score of 77 (marking a 4.1% increase from last year).