Holiday eCommerce Customer Satisfaction
Customers were more satisfied with the online shopping experience this holiday season than last year, according to a survey conducted by ForeSee Results and FGI Research. Of the 40 companies surveyed, Netflix came in on top, with an 86 out of 100. Amazon came in 2nd, with LL Bean and QVC tied for 3rd.
Not only does the holiday season bring a disproportionate revenue stream in for retailers, it’s also an opportunity to establish year-long loyalty and impact sales in other seasons,” reads the report.
This point is very important. By satisfying customers when they are the most stressed these online retailers are able to establish their brand in their customers’ minds as being a reliable company. Also remember that the holiday season isn’t truly over. By providing customer service to those people who received gifts and require returns or exchanges you will be able to gain trust, and in doing so, new customers. You don’t want to be CDW who received an abysmal 68 out of 100.
Posted by Chris | December 28, 2006
More Good News For Ecommerce Retailers » eCommerce Cache :: Varien eCommerce Blog :: A blog focused on the design, marketing, and implementation of online commerce February 24th, 2007
[…] Continuing on the same note as a posting we made back in December about customer satisfaction with eCommerce, satisfaction with the online buying experience has once again gone up. According to this recently released survey, customer satisfaction, at the current score of 80, is nearing its all-time high of 80.8 out of a 100-point scale. […]
Customer Satisfaction Drops for Ecommerce Businesses :: Varien :: Open Source eCommerce Development and Consulting Firm January 14th, 2008
[…] The 2007 holiday season saw a drop in customer satisfaction with ecommerce businesses. For the 2006 holiday season ForeSee Results saw an improvement in customer satisfaction, but this past season overall satisfaction was down, even as growth continued for ecommerce businesses. (It is worth noting that even though there was growth, it came at a slower rate than the 2006 holiday season). Ecommerce Times reports on customer satisfaction for the 2007 holiday season: Customer satisfaction dropped 1.3 percent to 74 and the less discernible upgrades to Web sites might well have been one factor, Larry Freed, CEO of ForeSee Results, told CRM Buyer. […]