(Filed Under Fashion News). ForeSee Results, a company that measures online customer satisfaction, has released its “2008 Holiday Top 40 Online Retail Satisfaction Index.”
The 100-point scale study, which included over 9,000 respondents and measured top retailers such as Gap, LLBean, Macy’s, Nordstrom, Victoria’s Secret and Zappos, is the fourth annual index released by ForeSee Results using the patented methodology of the University of Michigan’s American Customer Satisfaction Index (ACSI).
Findings confirmed that a highly satisfied online shopper is 73 percent more likely to purchase online, 38 percent more likely to purchase offline and 75 percent more likely to recommend than is a dissatisfied website shopper.
“In a recession, knowing that improving customer satisfaction with your website can engender that kind of loyalty and purchase intent is like money in the bank,” said Larry Freed, president and CEO of ForeSee Results. “But too many e-tailers are ignoring this crucial metric, and it shows in the results of our study. Only two of the 40 measured e-tailers scored above 80, and more than a quarter scored 70 or below. Nearly 40 percent saw satisfaction drop year-over-year. That’s just not playing to win in this economy.”
Amazon.com (up two points from last year to 84) tied with Netflix.com (down two points from last year) as the highest-ranking e-tailers. A score above 80 is considered the “top performer” threshold for U.S. e-tailers. Closely following them at the top of the list were QVC.com (down one point to 79); Apple.com (down one point to 78); BN.com (Barnes & Noble: no change from 78); LLBean.com (down two points to 78); Newegg.com (up one point to 78); and WalMart.com (up four points to 78).
27 percent of the companies saw an increase in their score comparing to last year’s results. The most notable increases were: HP Home and Home Office Store (up five points to 76); Wal-Mart; Staples (up four points to 77); and Target (up three points to 75). The largest declines were seen for the Home Shopping Network (down seven points to 69) and Gap (down five points to 69).
In addition, JCPenney.com scored 76 (a one point increase from 2007); as a first-time participant, VictoriasSecret.com also scored 76; Nordstrom.com remained the same with a score of 74; and Macys.com was down one point to 70.
The overall satisfaction for 2008 remained the same as 2007 with an average of 74 points.see more
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