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.

Read more: http://www.nydailynews.com/news/netflix-customer-satisfaction-tanks-foresee-holiday-survey-strategy-missteps-article-1.997852#ixzz1hyrDCcit

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Adele Berenstein

Adele Berenstein is an Experienced Customer Satisfaction Executive, recently retired from a Large Global IT Organization after a long productive management career including Sales, Marketing, Services, teaching and education center management and most recently, 19 years in customer satisfaction management. She turned around divisions with customer satisfaction problems, implemented measurable improvements and management systems, and implemented programs to prevent problems from ever affecting customers.

One Response to “Netflix customer satisfaction drops in e-commerce survey”

  1. Highest customer satisfaction from the top 100 e-Retailers? | Customer Satisfaction and Reputation Management Says:

    […] Netflix, which used to be the leader of the Foresee index before its fall from grace last year,  managed to improve by 2 points though it is unknown if they satisfied more customers or just […]

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