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

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ForeSee Results Top 40 Online Retail Satisfaction Index Rates Leading E-Commerce Sites on Holiday Performance

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 Michigans 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 years 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)

Whats 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 arent resting on their laurels or giving other retailers a chance to erode their customer base.

FIGURE 1

Retailer   Holiday 2006   Holiday 2005  

Year-Over-Year

Change

 

Spring 2006

Sales Ranking*

Netflix.com   86    84    2.4%   19 
Amazon.com   84    82    2.4%  
LLBean.com   80    80    0.0%   21 
QVC.com   80    80    0.0%   15 
Apple.com   79    76    3.9%   13 
OldNavy.com   79    74    6.8%   See Gap
Quixtar.com   79    76    3.9%   18 
HPShopping.com   78    74    5.4%  
Newegg.com   78    79    -1.3%  
BN.com   77    77    0.0%   28 
Dell.com   77    74    4.1%  
Williams-Sonoma.com   77    77    0.0%   20 
Avon.com   76    75    1.3%   24 
Chadwicks.com   76    73    4.1%   26 
JCPenney.com   76    71    7.0%   12 
TigerDirect.com   76    77    -1.3%   31 
HSN.com   75    75    0.0%   22 
Zappos.com   75    N/A    N/A    32 
1800Flowers.com   74    75    -1.3%   34 
CircuitCity.com   74    71    4.2%   16 
Gap.com   74    73    1.4%   23 
Nordstrom.com   74    N/A    N/A    40 
Target.com   74    70    5.7%   14 
BananaRepublic.com   73    73    0.0%   See Gap
BestBuy.com   73    72    1.4%   10 
Drugstore.com   73    76    -3.9%   30 
NeimanMarcus.com   73    72    1.4%   37 
OfficeDepot.com   73    72    1.4%  
PotteryBarn.com   73    76    -3.9%  

See Williams Sonoma

Sears.com   73    68    7.4%  
SonyStyle.com   73    69    5.8%  
Staples.com   73    71    2.8%  
Walmart.com   73    73    0.0%   11 
Buy.com   72    72    0.0%   35 
Gateway.com   72    71    1.4%   38 
Macys.com   71    N/A    N/A    29 
Overstock.com   71    71    0.0%   17 
PCConnection.com   71    N/A    N/A    N/A 
ToysRUs.com   71    69    2.9%   27 
CompUSA.com   69    67    3.0%   39 
Costco.com   69    69    0.0%   25 
CDW.com   68    69    -1.4%   N/A 

* 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 Michigans 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, Cabelas, 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.

ForeSee Results
Chaat Butsunturn, 415-391-7900 ext. 114
[email protected]

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