Customers Satisfied With Most Top Online Retailers
Websites for Macy's, Sony Electronics, Gap, Home Shopping Network and Overstock.com had the greatest increases in customer satisfaction year over year, according to the E-Retail Satisfaction Index (U.S. Holiday Edition) from ForeSee Results and FGI Research.
ForeSee used the predictive methodology of the University of Michigan's American Customer Satisfaction Index to examine how successful the top 40 retail websites are at encouraging loyalty and purchase intent. All 40 websites are rated on a 100-point scale.
Customers of the top retail sites are more satisfied than ever, with the index surging 7 percent to 79, an all-time high, according to ForeSee Results. The sites with the greatest increases in customer satisfaction registered increases of 10 percent or more.
A highly satisfied online shopper is 65 percent more likely to purchase online, according to the study, and 44 percent more likely to purchase offline. What's more, a satisfied shopper is 70 percent more likely to recommend a site than a dissatisfied shopper.
- Amazon scored 87 and leads the customer satisfaction pack again, improving 4 percent since last year and setting a new high-water mark for the index. Netflix, which tied for first last year, came in second at 86.
- Eleven e-retailers scored more than 80 (generally considered the threshold for excellence in studies using this methodology), and none scored less than 70.
- Several companies made huge jumps in score, with the most improved among them including Macy's (up 13 percent to 79), Gap (up 10 percent to 76) and Overstock.com (up 10 percent to 76).