A recent survey by ForeSee Results measuring customer satisfaction from online retail stores shows Apple is the No. 1 retailer in the computer/electronics category and 4th overall. Moreover, it was reported to be the most-improved store compared to previous years.
The survey was based on data inputs from around twenty three thousand respondents who had been visiting the respective sites in February. The Apple store as you can see has an improved satisfaction rating of 83 out of 100 which is 11% higher than that in 2009. This is a significant improvement if you consider that the top 100 retailers improved around six percent only, on an average.
Overall, the companies ahead of Apple store were Netflix, Amazon and Avon Products. For the sixth year in a row Netflix leads with a score of 87. The studies reveal that the people behind the stores have been making increased efforts to study consumer trends and establish a gateway as intuitive as possible. It is very interesting to note that while only five websites crossed the threshold of an excellent score, 80, that is. While, this year twenty eight websites crossed this line.
“The state of the economy really forced e-retail to step up their game,” said study author Larry Freed, president and CEO of ForeSee Results. “Since so much of the financial downturn was out of their control, companies turned to those things they could improve, and now they are reaping the benefits. Customer satisfaction is not a byproduct of a healthy economy. Instead, a healthy economy is a consequence of satisfied customers.”
The following table shows the top 12 e-tailing companies in the Computers/Electronics category and also compares their respective satisfaction rating. Apple was followed by our other favorites TigerDirect.com and BestBuy and Dell.
If you want to see the full Top 100 Retail Satisfaction Results you can find them here. The page will require you to register before you are able to download the paper.
About ForeSee Results
As the leader in online customer satisfaction measurement, ForeSee Results captures and analyzes online voice of customer data to help organizations increase sales, loyalty, recommendations and website value. The research, which employs a unique, scientific methodology was created at the University of Michigan.
So dear readers, where do the stores you visit the most, stand? How would you like to enhance the e-tailers. After all you are the consumer and you are the one who’s voice matters.