Satisfying Customers

ForeSee and FGI Research produced an insightful report called the Top 40 Online Retail Satisfaction Index (pdf is available here). It looked at the top 40 eCommerce sites and used the University of Michigan’s American Customer Satisfaction Index (ACSI) to scientifically measure (1.6 million users) how satisfied each retailer’s customers are. Here are the top dozen:

Website Score
Netflix.com 85
Amazon.com 84
QVC.com 84
Newegg.com 82
LLBean.com 82
OldNavy.com 81
TigerDirect.com 81
Apple.com 80
Avon.com 80
BN.com 80
Williams-Sonoma.com 80
HarryandDavid.com 80

They had some great takeaways, like

Don’t waste time and money driving people to your website if you haven’t maximized the browser experience.

Netflix Amazon

Netflix and Amazon have both been a couple of those “no brainer” destinations for a while now — known for their customer-friendly site and features, as well as innovative approaches to customer satisfaction. So it’s not surprising to see them at the top of the list.

What might surprise you is that Netflix’ original product manager of customer experience — who’s quite passionate about retailing and user experience, and scientifically proven (!) to be great at it — is available. Interested?

Satisfying Customers