Foresee conducted its Spring Top 100 edition of the ForeSee E-Retail Satisfaction Index, an analysis of customer satisfaction with the top 100 online retailers in the United States. Amazon is tops again and four points ahead of its nearest competitor, Apple. Amazon not only maintained its lead, it increased its score by 3 points from 2011, breaking the record for the highest score ever achieved using this index and leaving it in a class by itself. Amazon is now THE benchmark to beat. The report provides some excellent statistics on the benefits of customer satisfaction and some root causes that could improve an e-Retailer’s score.

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”

ForeSee runs a ecommerce survey of on line retailers twice a year. Here are some of the winners and losers. Top performers were Amazon, Avon and J.C. Penny online stores. At the bottom of the heap were Gap.com, Overstock.com and Buy.com. The biggest loser was Netflix, down 8 points from last year. Netflix drop is being attributed to its change in pricing and business model earlier in 2011. It’s fall from grace was swift. Get the full story from ForeSee. Link in the blog post.

If you ever needed a case study on why customer satisfaction is important and what havoc lack of customer satisfaction can have on a company, look no further than the recent situation with Netflix. It lost 800,000 subscribers in the United States in one quarter and over 25% of its stock price.

Netflix responds to customer social media outrage

Thursday, September 22nd, 2011

How Social media are Amplifying Customer Outrage by author Chris Taylor shows examples of real life, on going, struggles between organizations and consumers. Some organizations are backing down from the public outrage. Some are not. Netflix responded with a change in their business model and a video of explanation. It remains to be seen if customers and Wall Street will react more positively.

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