A new customer satisfaction survey, conducted by online market research company ForeSee Results, finds that Amazon is satisfying customers… and Netflix… well, not so much.
The results of 8,500 customer satisfaction surveys on the top 40 online retailers were tabulated by ForeSee. Rated on a 100 point scale, with 80 and above considered excellent, Amazon topped the list with a score of 88. Amazon’s score was an improvement of 2 points over last year, and according to ForeSee, is the highest score recorded since 2005.
Netflix lost the most points year to year, coming in at 79. Last year they scored 85. ForeSee points out in a summary of the survey that a year and a half ago Netflix had, at that time, the highest customer satisfaction survey they have recorded since the survey began seven years ago, 87. Of course, Netflix has experienced some dramatic changes and increased competition over the last year.
ForeSee also listed the companies with the most improved scored over the last seven years. JC Penney, Costco, Home Depot and Avon topped the list.
Gap and Overstock hit the bottom of the list, with scores of 73 and 72, respectively.
One of results we found most surprising was that Target moved up 6 points in the survey, from 70 to 76, despite the troublesome website issues they have experienced.