Amazon Wins In Online Customer Service, Netflix Sinks Like A Stone |
| Forbes - Dec 28, 2011 |
ForeSee Results, a company that measures customer satisfaction, released the results of its Holiday E-Retail Satisfaction Index today, and Amazon’s score of 88 – the highest in the seven-year history of the index — trounced all comers. Amazon has continued to improve its score since acquiring Zappos, a company known for its legendary customer service, in 2009. Meanwhile, last year’s co-leader, Netflix, dropped seven points from its 2010 number to score 79. Netflix has historically performed well on the index, but notably struggled with customer satisfaction in 2011.
The ForeSee study analyzes the top 40 online retailers by sales volume, using a series of customer surveys collected between Thanksgiving and Christmas. This year, companies scored higher across the board than in 2010, tying 2009’s all-time high score of 79. The lowest performing company in the study is Overstock.com, with a score of 72. Gap was also classified by ForeSee as a “laggard,” with a low score of 73. Unlike Netflix, Overstock and Gap have routinely struggled according to the index.
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- Posted: 2011-12-28 16:04:22
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