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.
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