Holiday Shopping: Netflix, Amazon, LL Bean, QVC Lead Top E-Tailers

ANN ARBOR, Mich.–(BUSINESS WIRE)–Online shoppers are slightly more satisfied this holiday season than last, according to the Top 40 Online Retail Satisfaction Index produced by ForeSee Results in partnership with FGI Research. Aggregate customer satisfaction with this group of leading retailers rose one point (1.4%) to a score of 75 on a 100-point scale. The research was conducted using the methodology of the University of Michigan’s American Customer Satisfaction Index (ACSI) and surveyed more than 10,000 online holiday shoppers.

Among the findings of the second annual holiday edition of the Top 40 Online Retail Satisfaction Index:

• Top rated websites include perennial favorites Netflix (86), Amazon.com (84), LLBean.com (80) and QVC.com (80), followed closely by Apple.com and Old Navy.com (both 79)
• Bottom scorers include CompUSA.com (69), Costco.com (69) and CDW.com (68).
• Department stores racked up huge improvements: Websites for JC Penney, Sears and Target all racked up huge improvements from last year’s holiday satisfaction scores (See Fig. 1)
• Many sites improved: Of the sites that were measured during the holiday season in both 2005 and 2006, an impressive 24 have higher customer satisfaction scores this year than last. Only seven sites saw their scores decline from holiday 2005.
• Shoppers more satisfied by apparel sites: In the aggregate, people were more satisfied with apparel websites (average satisfaction of 76) than with mass merchants (74) or electronics retailers (74)

“What’s remarkable is that the leaders are really working hard to remain the leaders,” said Larry Freed, President and CEO of ForeSee Results and an online customer satisfaction expert. “The top eight retailers from last season either maintained or improved. They aren’t resting on their laurels or giving other retailers a chance to erode their customer base.”

FIGURE 1

* The Top 40 Online Retail Satisfaction Index uses the methodology of the American Customer Satisfaction Index to analyze data collected from visitors to the Top 40 retail websites, as defined by sales volume from the Internet Retailer Top 500 Guide published in 2006. There are 40+ companies because some have multiple brands that were measured separately. Holiday sales data and rankings were not available at the time of publication of this research.

About ForeSee Results

ForeSee Results is the market leader in online customer satisfaction management and converting satisfaction data into user-driven web development strategies. Using the methodology of the University of Michigan’s American Customer Satisfaction Index (ACSI), ForeSee Results scientifically quantifies the elements that drive online customer satisfaction and predicts future behaviors such as purchase, return site visits or referrals. A partial list of retail clients includes Best Buy, Blair, Cabela’s, Danskin, Eileen Fisher, Fashion Bug, Gateway, Lane Bryant, Newegg, Overstock, Restoration Hardware and Tower Records. ForeSee Results, a privately held company, is located in Ann Arbor, Michigan and on the web at www.ForeSeeResults.com.

About FGI Research

FGI Research is a leading provider of market research and information solutions that improve the speed, accuracy and impact of business decisions. By combining proven research methods, trusted online sample, and advanced analytics and communications, FGI delivers to end users and marketing research firms immediate and actionable information to decision makers throughout their respective enterprises. FGI offers a premier suite of online research solutions under the SmartPanel™ family of specialty and proprietary custom research panels. For additional information visit www.fgiresearch.com.