When talking about keeping the customer satisfied, Apple topped the chart, according to the E-Retail Satisfaction Index published by ForeSee, customer analytics site. Apple’s retail website scored 85 out of 100 in the year’s index, while it was 80 last year. Some other notable players that made the list included Newegg.com at 82, Netflix.com at 81 (a 4-point drop from last year), BestBuy.com at 80, HPShopping.com at 79, and MicrosoftStore.com at 78. Scores of 80 or higher on the index are considered superior in terms of customer satisfaction.
“Amazon continues to set the standard for e-retailers,” ForeSee president and CEO Larry Freed said in a statement. “The truth is that every consumer who has visited Amazon knowingly or unknowingly benchmarks all other experiences against it, and why wouldn’t they? They do everything and they do it well.”
Freed added that Amazon’s strength is “going to spell even bigger trouble for Netflix. The two companies used to vie for number one. Now Netflix is floundering just as Amazon is making deeper moves into streaming video and even original programming. Netflix regained some lost ground, but it’s no longer a contender.”
“Highly satisfied Web Site visitors are nearly 70 percent more likely to recommend the Web Site to others than dissatisfied customers,” Freed said. “In the modern world of Facebook, Twitter, and other social media, it is even more imperative to provide the best experience possible to your customers because any experience has huge potential to be amplified, for better or for worse.”
