ForeSee: Amazon Tops In E-Commerce Satisfaction While Penney Stumbles topped the ForeSee Holiday E-Retail Satisfaction Index, a ranking of 100 top Internet stores. The market research firm, which reviews customer experience analytics, noted that aggregate customer satisfaction remained the same year over year, scoring 78 on a 100-point scale.

ForeSee expanded that Index from the 40 retailers listed last year. Among returning companies in the eighth annual report— based on what the company said were more than 24,000 customer surveys conducted between Thanksgiving and Christmas— suffered the biggest year-over-year decline, with a six-point slide, ForeSee related, to 78. Apple’s online store slid four points to 80, its lowest score in four years, ForeSee noted. Apple slipped from a tie for second place and out of the top five entirely, registering its lowest score in four years. scored an 88 in the index. Rounding out the top five slots were, at 85, and, at 84 and and at 83, and, and at 82. and gained four and one point respectively. and were new to the index, as was gained five percentage points to 81, putting it in the number six slot with, and With a score of 80, up one, was the top broadliner in the index, tied with and the online Apple store. Target gained three points and Williams-Sonoma slipped one to land at 79 along with and the Barnes & Noble web address. fell to the aggregate average 78, where it joined the company of,,, and new TJX property ranked just below the average at 77 along with,, and

“This year, we’re seeing that even some of the largest companies in the country are at risk if they lose sight of customer satisfaction,” said Larry Freed, ForeSee president and CEO. “Satisfaction with the customer experience, when measured correctly, is the most important predictor of future success, and while Amazon clearly gets it, Apple stumbles from their usual focus on the customer experience.”


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