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Online Retailers' Customer Satisfaction Ratings Compared

Posted 12/30/08 at 05:17:38 PM  by Andy Salisbury

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Given that the economy is down in the dumps, it would be expected that online retailers are treating all of their customers with all the respect that they possibly can… right? Wrong. According to an annual report from Forsee Results more than one-third of the 40 online venues surveyed in a report on retail satisfaction finished with lower scores than they did at this very same time last year.

While many of the retailers’ scores remained the same, a meager one-quarter of them saw an improvement. At the top of the list is Washington’s own Amazon.com, with an 84 percent satisfaction rate, a two percent improvement over last year. All the way at the bottom is Neiman Marcus with a dismal 69 percent. Other notables are Newegg.com’s 78 percent, BestBuy.com’s 73 percent and Dell.com’s 73 percent.

While these percentiles might not give off the impression of poor performance, bear in mind the millions upon millions of people doing business with these companies online during the holiday season. Having a good 30 percent of the people that do business with you walk away unhappy is a very large number indeed.

 

 

Image Credit: Forsee Results

COMMENTS:4
TAGS: dell, amazon, shopping, best buy, Online Retailers
COMMENTS
avataryes newegg has been a

Submitted by rayatwork05 on Wed, 12/31/2008 - 4:42am

yes newegg has been a superior company, providing excellent service.  as of lately though, i find them nickel and diming me for shipping charges, and even going so far as to split up an order in 2 and charge me for additional shipping.  ive made complaints about this, and people on phone try arguing with me, then you get someone who cares only to say "we'll credit you this time only because our customer service reps are giving you a hard time"....

 how bout cause you've NEVER charged me additional shipping for my 32 orders in the last year....

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avatarAgreed. I just ran into this

Submitted by MrE on Wed, 12/31/2008 - 9:25am

Agreed. I just ran into this with an order I placed this week. It used to be that if I placed an order with the Egg, I'd get it in three days. Now they take a day to process, and even though they charge me sales tax and ship out of CA, I get tracking info that my package has been shipped out ground and will take 7 days to get. WTF? Its only 200 miles away from me and its going to take 7 days to arrive. Me thinks that this may be a sign of Newegg's cost cutting measures plus the loss of DHL. Both TigerDirect and Zipzoomfly offer 3 day supersaver as their standard shipping method over 7 day ground.

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avatar4 percent....

Submitted by Havok on Tue, 12/30/2008 - 7:27pm

 Huh, both Wal-Mart AND Staples made a 4 percent jump upward... to 77...

no koodos for them?

But Dell and Best Buy (who are both currently in hot water) got honourable metions?  Maybe because both these companies are above 70 and are in trouble with finances are why they got it.......

 

 

OMGWTFBBQ

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avatarWell

Submitted by maniacm0nk3y on Tue, 12/30/2008 - 6:14pm

Good job on Amazon, and Newegg.

 Newegg is the only place where I could sincerely say "I couldn't live without".

 Everything else is awesome, but at this point I wouldn't really need them. 

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