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December 28, 2011 09:56 am GMT
According to customer experience analytics company ForeSee, e-commerce giant Amazon once again topped consumer satisfaction in online retail after taking the top spot in 2010. However, Netflix, which had a dismal year, plummeted in customer satisfaction. For the past seven years, Netflix and Amazon have been competing for first place in Foresee's Index, but this is the first year where one of the e-retailers saw a massive dip in sentiment.Amazon climbed two points to score 88 on the studys 100-point scale, which is the highest score from any retailer in 14 consecutive studies. Netflixs well-publicized blunders, including price hikes last summer and the unsuccessful attempt to spin off the DVD rental business, caused its customer satisfaction to plummet by seven points and 8% to 79.
Original Link: http://feedproxy.google.com/~r/Techcrunch/~3/elz62Bv-f24/
Amazon, Apple Soar In Customer Satisfaction In 2011; Netflix Plummets
According to customer experience analytics company ForeSee, e-commerce giant Amazon once again topped consumer satisfaction in online retail after taking the top spot in 2010. However, Netflix, which had a dismal year, plummeted in customer satisfaction. For the past seven years, Netflix and Amazon have been competing for first place in Foresee's Index, but this is the first year where one of the e-retailers saw a massive dip in sentiment.Amazon climbed two points to score 88 on the studys 100-point scale, which is the highest score from any retailer in 14 consecutive studies. Netflixs well-publicized blunders, including price hikes last summer and the unsuccessful attempt to spin off the DVD rental business, caused its customer satisfaction to plummet by seven points and 8% to 79.Original Link: http://feedproxy.google.com/~r/Techcrunch/~3/elz62Bv-f24/
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