Click here to close now.

Welcome!

iPhone Authors: Pat Romanski, Jason Bloomberg, Lori MacVittie, Carmen Gonzalez, Liz McMillan

News Feed Item

ForeSee Holiday Customer Satisfaction Study: Amazon Sets Standard; JCPenney, Apple, Dell Drop

Study Finds Customers Want More Merchandise Appeal and Variety from Most Retailers

ANN ARBOR, Mich., Dec. 27, 2012 /PRNewswire/ -- Internet-retail giant Amazon remains at the head of the class, according to the annual Holiday E-Retail Satisfaction Index released today by customer experience analytics firm ForeSee. The eighth annual report—based on more than 24,000 customer surveys collected during the prime holiday shopping season between Thanksgiving and Christmas—expands from measuring satisfaction with 40 top retailers to 100 this year. Aggregate customer satisfaction stagnates, scoring 78 on a 100-point scale. Though satisfaction with top retailers remains the same, a few big-name retailers suffered declines. Apple's online retail store slides four percent to 80, slipping from a tie for second place and out of the top five entirely, registering its lowest score in four years. PC competitor Dell.com also falls four percent to 77 and below the Index average. But the biggest year-over-year decline goes to JCPenney.com, with a six percent decline to 78.

(Logo: http://photos.prnewswire.com/prnh/20110819/DE54780LOGO )

(Photo: http://photos.prnewswire.com/prnh/20121227/DE34553-INFO )

"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. Dell, and JCPenney seem to be struggling to find their way, which could make them extremely vulnerable to competitors."

Meanwhile, Amazon.com continues to set the standard for customer satisfaction, matching the record high of 88 it set last year in the holiday edition of the Index. Amazon has had the highest scores in the Index for eight years in a row, consistently setting a pace that other retailers don't seem to be able to touch. Their high score is partially because of the appeal and variety of merchandise they offer, a priority area for some other retailers.

"At this point, Amazon has been dominant for so long and has such a history of focusing on the customer, its hard to imagine anyone else coming close," added Freed. "Companies should emulate Amazon's focus on the customer, which is clearly linked to superior revenues over the years."

The range of scores among the top 100 retailers spans from Amazon's high of 88 to a score of 72 shared by Gilt.com and Fingerhut.com.

The report includes individual satisfaction scores for 95 of the 100 top e-retailers (see chart below; sample sizes weren't large enough to report scores for a handful of retailers). In addition to the previous points about individual company performance, other key findings include:

  • Merchandise is a top priority for two-thirds of retailers: Customer experience analytics can provide retailers with a clear direction on prioritizing improvements that will have the greatest return on investment. While many retailers are focused on price, only seven of the top 100 companies registered price as a high priority for improvement. However, 65 of the measured sites should improve merchandise (the appeal, variety, and availability of products) in order to increase overall satisfaction, and by extension, sales, loyalty and customer recommendations. 
  • Customer satisfaction matters: Compared to shoppers who report being dissatisfied with a website, highly satisfied shoppers say they are 67% more likely to consider the company the next time they purchase a similar product. Satisfied shoppers also report being far more likely to return to the site, recommend it and stay loyal to the brand. Furthermore, analysis of top e-retailers in the United States has shown that, on average, a one-point change in website satisfaction was found to predict a 14% change in the log of revenues generated on the web. 

The full table of scores is below. The full report can be downloaded for free at www.ForeSee.com.

Shopper Satisfaction with Top 100 Online Retailers in the U.S., Holiday 2012

Website

Holiday

2011

Holiday

2012

Year-

Over-

Year

Point

Change

Amazon.com

88

88

0

LLBean.com

81

85

4

QVC.com

83

84

1

Vitacost.com

NM

84

NA

Esteelauder.com

NM

83

NA

Vistaprint.com

83

83

0

1800Contacts.com

83

82

-1

Keurig.com

NM

82

NA

Scholastic.com

NM

82

NA

Avon.com

83

81

-2

Cabelas.com

79

81

2

HSN.com

76

81

5

Newegg.com

82

81

-1

1800Flowers.com

NM

80

NA

Blair.com

NM

80

NA

Chicos.com

NM

80

NA

Freshdirect.com

NM

80

NA

HPShopping.com

80

80

0

Kohls.com

79

80

1

MusiciansFriend.com

NM

80

NA

Netflix.com

79

80

1

OrientalTrading.com

NM

80

NA

Shutterfly.com

NM

80

NA

Store.Apple.com

83

80

-3

VictoriasSecret.com

81

80

-1

Walgreens.com

NM

80

NA

BN.com

81

79

-2

EdibleArrangements.com

NM

79

NA

Nordstrom.com

77

79

2

Saksfifthavenue.com

NM

79

NA

Sony Store, Online

74

79

5

Target.com

76

79

3

WeightWatchers.com

NM

79

NA

Williams-Sonoma.com

80

79

-1

Amway.com

NM

78

NA

AnnTaylor.com

NM

78

NA

Costco.com

79

78

-1

DisneyStore.com

NM

78

NA

FootballFanatics.com

NM

78

NA

HomeDepot.com

78

78

0

JCPenney.com

83

78

-5

MicrosoftStore.com

NM

78

NA

OfficeDepot.com

75

78

3

ShopNBC.com

NM

78

NA

SierraTradingPost.com

NM

78

NA

SportsmansGuide.com

80

78

-2

Walmart.com

79

78

-1

BestBuy.com

78

77

-1

Cdw.com

NM

77

NA

Dell.com

80

77

-3

EddieBauer.com

NM

77

NA

Gamestop.com

NM

77

NA

Gap.com

73

77

4

Grainger.com

NM

77

NA

JCrew.com

NM

77

NA

Macys.com

78

77

-1

NeimanMarcus.com

78

77

-1

Net-a-porter.com

NM

77

NA

OfficeMax.com

75

77

2

Peapod.com

NM

77

NA

RalphLauren.com

NM

77

NA

Staples.com

78

77

-1

Symantec.com

NM

77

NA

Thebay.com

NM

77

NA

UrbanOutfitters.com

NM

77

NA

AE.com

NM

76

NA

BassPro.com

NM

76

NA

BlueNile.com

NM

76

NA

CVS.com

NM

76

NA

FootLocker.com

NM

76

NA

Hayneedle.com

NM

76

NA

Nike.com

NM

76

NA

NorthernTool.com

NM

76

NA

REI.com

NM

76

NA

TigerDirect.com

79

76

-3

Toysrus.com

75

76

1

Abercrombie.com

NM

75

NA

AutoPartsWarehouse.com

78

75

-3

Buy.com

74

75

1

Efollett.com

NM

75

NA

Lowes.com

NM

75

NA

Overstock.com

72

75

3

PCMall.com

NM

75

NA

Sears.com

75

75

0

ShoeBuy.com

NM

75

NA

Shopmyexchange.com

NM

75

NA

Wayfair.com

NM

75

NA

FTD.com

NM

74

NA

PCConnection.com

NM

74

NA

Shop.com

NM

74

NA

Crateandbarrel.com

NM

73

NA

Nutrisystem.com

NM

73

NA

RueLaLa.com

NM

73

NA

Fingerhut.com

NM

72

NA

Gilt.com

NM

72

NA

About the ForeSee Results E-Retail Satisfaction Index (U.S. Holiday Edition)
The eighth annual holiday online satisfaction report is based on more than 24,000 responses from visitors to the top 100 e-retail websites according to sales revenue as reported by Internet Retailer's Top 500 Guide. Survey responses were collected via research panel. ForeSee Results uses technology based on a methodology that has been shown to have a direct link with stock prices and other measures of financial performance.

About ForeSee
As a pioneer in customer experience analytics, ForeSee continuously measures satisfaction across customer touch points and delivers critical insights on where to prioritize improvements for maximum impact. Because ForeSee's superior technology and proven methodology connect the customer experience to the bottom line, executives and managers are able to drive future success by confidently optimizing the efforts that will achieve business and brand objectives. The result is better business for companies and a better experience for consumers. Visit www.foresee.com for customer experience solutions and original research.

FOR MORE INFORMATION
Chaat Butsunturn, [email protected] 
415-391-7900 x1214
Or Amanda Piasecki, [email protected] 
202-535-7800 x1114

SOURCE ForeSee

More Stories By PR Newswire

Copyright © 2007 PR Newswire. All rights reserved. Republication or redistribution of PRNewswire content is expressly prohibited without the prior written consent of PRNewswire. PRNewswire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

@ThingsExpo Stories
Cloud is not a commodity. And no matter what you call it, computing doesn’t come out of the sky. It comes from physical hardware inside brick and mortar facilities connected by hundreds of miles of networking cable. And no two clouds are built the same way. SoftLayer gives you the highest performing cloud infrastructure available. One platform that takes data centers around the world that are full of the widest range of cloud computing options, and then integrates and automates everything. Join SoftLayer on June 9 at 16th Cloud Expo to learn about IBM Cloud's SoftLayer platform, explore se...
The 3rd International Internet of @ThingsExpo, co-located with the 16th International Cloud Expo - to be held June 9-11, 2015, at the Javits Center in New York City, NY - announces that its Call for Papers is open. The Internet of Things (IoT) is the biggest idea since the creation of the Worldwide Web more than 20 years ago.
SYS-CON Events announced today that CommVault has been named “Bronze Sponsor” of SYS-CON's 16th International Cloud Expo®, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY, and the 17th International Cloud Expo®, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. A singular vision – a belief in a better way to address current and future data management needs – guides CommVault in the development of Singular Information Management® solutions for high-performance data protection, universal availability and sim...
SYS-CON Media announced today that 9 out of 10 " most read" DevOps articles are published by @DevOpsSummit Blog. Launched in October 2014, @DevOpsSummit Blog offers top articles, news stories, and blog posts from the world's well-known experts and guarantees better exposure for its authors than any other publication. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is no time to wait for long development cycles that produce softw...
The list of ‘new paradigm’ technologies that now surrounds us appears to be at an all time high. From cloud computing and Big Data analytics to Bring Your Own Device (BYOD) and the Internet of Things (IoT), today we have to deal with what the industry likes to call ‘paradigm shifts’ at every level of IT. This is disruption; of course, we understand that – change is almost always disruptive.
Wearable technology was dominant at this year’s International Consumer Electronics Show (CES) , and MWC was no exception to this trend. New versions of favorites, such as the Samsung Gear (three new products were released: the Gear 2, the Gear 2 Neo and the Gear Fit), shared the limelight with new wearables like Pebble Time Steel (the new premium version of the company’s previously released smartwatch) and the LG Watch Urbane. The most dramatic difference at MWC was an emphasis on presenting wearables as fashion accessories and moving away from the original clunky technology associated with t...
The world's leading Cloud event, Cloud Expo has launched Microservices Journal on the SYS-CON.com portal, featuring over 19,000 original articles, news stories, features, and blog entries. DevOps Journal is focused on this critical enterprise IT topic in the world of cloud computing. Microservices Journal offers top articles, news stories, and blog posts from the world's well-known experts and guarantees better exposure for its authors than any other publication. Follow new article posts on Twitter at @MicroservicesE
SYS-CON Events announced today that Site24x7, the cloud infrastructure monitoring service, will exhibit at SYS-CON's 16th International Cloud Expo®, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY. Site24x7 is a cloud infrastructure monitoring service that helps monitor the uptime and performance of websites, online applications, servers, mobile websites and custom APIs. The monitoring is done from 50+ locations across the world and from various wireless carriers, thus providing a global perspective of the end-user experience. Site24x7 supports monitoring H...
After making a doctor’s appointment via your mobile device, you receive a calendar invite. The day of your appointment, you get a reminder with the doctor’s location and contact information. As you enter the doctor’s exam room, the medical team is equipped with the latest tablet containing your medical history – he or she makes real time updates to your medical file. At the end of your visit, you receive an electronic prescription to your preferred pharmacy and can schedule your next appointment.
SYS-CON Events announced today that SafeLogic has been named “Bag Sponsor” of SYS-CON's 16th International Cloud Expo® New York, which will take place June 9-11, 2015, at the Javits Center in New York City, NY. SafeLogic provides security products for applications in mobile and server/appliance environments. SafeLogic’s flagship product CryptoComply is a FIPS 140-2 validated cryptographic engine designed to secure data on servers, workstations, appliances, mobile devices, and in the Cloud.
The WebRTC Summit 2014 New York, to be held June 9-11, 2015, at the Javits Center in New York, NY, announces that its Call for Papers is open. Topics include all aspects of improving IT delivery by eliminating waste through automated business models leveraging cloud technologies. WebRTC Summit is co-located with 16th International Cloud Expo, @ThingsExpo, Big Data Expo, and DevOps Summit.
SYS-CON Events announced today the IoT Bootcamp – Jumpstart Your IoT Strategy, being held June 9–10, 2015, in conjunction with 16th Cloud Expo and Internet of @ThingsExpo at the Javits Center in New York City. This is your chance to jumpstart your IoT strategy. Combined with real-world scenarios and use cases, the IoT Bootcamp is not just based on presentations but includes hands-on demos and walkthroughs. We will introduce you to a variety of Do-It-Yourself IoT platforms including Arduino, Raspberry Pi, BeagleBone, Spark and Intel Edison. You will also get an overview of cloud technologies s...
@ThingsExpo has been named the Top 5 Most Influential M2M Brand by Onalytica in the ‘Machine to Machine: Top 100 Influencers and Brands.' Onalytica analyzed the online debate on M2M by looking at over 85,000 tweets to provide the most influential individuals and brands that drive the discussion. According to Onalytica the "analysis showed a very engaged community with a lot of interactive tweets. The M2M discussion seems to be more fragmented and driven by some of the major brands present in the M2M space. This really allows some room for influential individuals to create more high value inter...
Containers and microservices have become topics of intense interest throughout the cloud developer and enterprise IT communities. Accordingly, attendees at the upcoming 16th Cloud Expo at the Javits Center in New York June 9-11 will find fresh new content in a new track called PaaS | Containers & Microservices Containers are not being considered for the first time by the cloud community, but a current era of re-consideration has pushed them to the top of the cloud agenda. With the launch of Docker's initial release in March of 2013, interest was revved up several notches. Then late last...
SOA Software has changed its name to Akana. With roots in Web Services and SOA Governance, Akana has established itself as a leader in API Management and is expanding into cloud integration as an alternative to the traditional heavyweight enterprise service bus (ESB). The company recently announced that it achieved more than 90% year-over-year growth. As Akana, the company now addresses the evolution and diversification of SOA, unifying security, management, and DevOps across SOA, APIs, microservices, and more.
GENBAND has announced that SageNet is leveraging the Nuvia platform to deliver Unified Communications as a Service (UCaaS) to its large base of retail and enterprise customers. Nuvia’s cloud-based solution provides SageNet’s customers with a full suite of business communications and collaboration tools. Two large national SageNet retail customers have recently signed up to deploy the Nuvia platform and the company will continue to sell the service to new and existing customers. Nuvia’s capabilities include HD voice, video, multimedia messaging, mobility, conferencing, Web collaboration, deskt...
The Open Compute Project is a collective effort by Facebook and a number of players in the datacenter industry to bring lessons learned from the social media giant's giant IT deployment to the rest of the world. Datacenters account for 3% of global electricity consumption – about the same as all of Switzerland or the Czech Republic -- according to people I met at the recent Open Compute Summit in San Jose. With increasing mobility at the edge of the cloud and vast new dataflows being predicted with the growth of the Internet of Things (and The Coming Age of Many Zettabytes) in the near...
SYS-CON Events announced today that Cisco, the worldwide leader in IT that transforms how people connect, communicate and collaborate, has been named “Gold Sponsor” of SYS-CON's 16th International Cloud Expo®, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY. Cisco makes amazing things happen by connecting the unconnected. Cisco has shaped the future of the Internet by becoming the worldwide leader in transforming how people connect, communicate and collaborate. Cisco and our partners are building the platform for the Internet of Everything by connecting the...
15th Cloud Expo, which took place Nov. 4-6, 2014, at the Santa Clara Convention Center in Santa Clara, CA, expanded the conference content of @ThingsExpo, Big Data Expo, and DevOps Summit to include two developer events. IBM held a Bluemix Developer Playground on November 5 and ElasticBox held a Hackathon on November 6. Both events took place on the expo floor. The Bluemix Developer Playground, for developers of all levels, highlighted the ease of use of Bluemix, its services and functionality and provide short-term introductory projects that developers can complete between sessions.
Temasys has announced senior management additions to its team. Joining are David Holloway as Vice President of Commercial and Nadine Yap as Vice President of Product. Over the past 12 months Temasys has doubled in size as it adds new customers and expands the development of its Skylink platform. Skylink leads the charge to move WebRTC, traditionally seen as a desktop, browser based technology, to become a ubiquitous web communications technology on web and mobile, as well as Internet of Things compatible devices.