ForeSee runs a e-Commerce survey of US on line retailers twice a year. Here are some of the winners and losers for the holiday season of 2011. Download the free report at their site here
Top Performers
1. Amazon (tops for years)
2. Avon.com
3. J.C. Penny
4. QVC
5. Apple Store
Bigger gainer:
1. Tiger Direct (up 8 points)
Bottom of the heap
On line stores of
1. Gap.com
2. Overstock.com
3. Buy.com
4. Sony
5. Toys R Us
Bigger Losers
1. Netflix (8 points down)
2. Gap (6 points)
3. Overstock (5 points)
I am surprised to see companies like Toys R Us e-commerce site on the list of dissatisfied customers. This has to be their prime season.
Netflix drop is being attributed to its change in pricing and business model earlier in 2011. See earlier posts: Customer Ire forces Netflix business model change and What is the value of Customer Satisfaction? Netflix Case Study. In the What is the value of Customer Satisfaction? Netflix Case Study post, we saw the financial hit taken by Netflix stock as a result of their misreading their customers. This is so sad, because Netflix was ranked so high, nudging Amazon in prior years for the ForeSee survey. It’s fall from grace was swift.
“Netflix totally misread its customer base and is paying the price, damaging its brand among both consumers and investors,” Larry Freed, president and CEO of ForeSee said in a statement.
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