Netflix Customer Satisfaction plumets

Monday, February 27th, 2012

Netflix customer satisfaction drop 14% according to a USA Today article called Survey: E-commerce customers generally satisfied. The article was featured on the front page of it’s Money Section . The American Customer Satisfaction Index released its e-Commerce report on Feb 21, 2012. According to the article, the Netflix result “.. is one of the biggest drops in the index’s history”

It is a well know fact that customer satisfaction can have significant impact on the business bottom line. So when we hear that a company goes bankrupt, we, as customer satisfaction professionals, should check how the company was perceived in the marketplace. According to a report, published in October, 2011, by Amplicate on US airlines, American Airlines was Americas most hated airline on social media for the previous 12 months.

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