OPERATIONS

Top 20 e-retailers in customer satisfaction; Amazon on top

BY Marianne Wilson

Ann Arbor, Mich. — Amazon continues to set the bar higher, achieving the highest rating on the annual Top 100 E-Retail Satisfaction Index by customer experience analytics firm ForeSee. Amazon outdid its 2011 score, climbing three points to 89, and four points higher than the second highest scoring websites, Apple.com (85) and QVC.com (85). (Scores of 80 or higher on ForeSee’s 100-point scale are considered superior customer satisfaction performances.)

“Amazon continues to set the standard for e-retailers. The truth is that every consumer who has visited Amazon knowingly or unknowingly benchmarks all other experiences against it, and why wouldn’t they? They do everything and they do it well,” said author Larry Freed, president and CEO of ForeSee.

Apple is also one of the most improved sites from last year, surging five points as did RueLaLa.com. Foot Locker (79) and JCrew.com (78) each jump four points, and 11 e-retailers improved three points. Netflix is four points down from a year ago, but it regained two points from the Index’s holiday season measure.

“We’re measuring the biggest players in the game, and they just keep getting better and better,” Freed said. “Because customer satisfaction, as we measure it, is predictive, that’s a good sign not only for the consumer experience, but for the bottom line of internet retailers as well."

Here are Top 20 scoring retailers (listed with their score):

  1. Amazon.com (89)
  2. QVC.com (85)
  3. Store.Apple.com (85)
  4. Keurig.com (84)
  5. Avon.com (83)
  6. LLBean.com (83)
  7. 1800Contacts.com (82)
  8. BN.com (82)
  9. Newegg.com (82)
  10. OrientalTrading.com (82)
  11. Scholastic.com (82)
  12. Vistaprint.com (82)
  13. Vitacost.com (82)
  14. Walmart.com (82)
  15. HSN.com (81)
  16. Kohls.com (81)
  17. Netflix.com (81)
  18. SwissColony.com (81)
  19. VictoriasSecret.com (81)
  20. Walgreens

The study uses ForeSee’s technology, which is based on a scientific methodology created at the University of Michigan and shows that higher satisfaction leads to improved loyalty and likelihood to make future purchases.

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Walmart, Sam’s Club offer opportunity to support children’s charity

BY CSA STAFF

SALT LAKE CITY — Walmart and Sam’s Club is offering customers and members the opportunity support the Children’s Miracle Network. Now through June 15, Walmart customers and Sam’s Club members can make a donation of any amount at the retailers’ registers to support the Children’s Miracle Network Hospital in their community.

For 25 years, Walmart and Sam’s Club have raised funds for 170 Children’s Miracle Network Hospitals across North America. To-date, Walmart and Sam’s Club associates have collected $600 million, with most donations coming in $1 at a time. Donations are given to the CMN Hospital in the community in which they’re donated and used however the hospital needs them most. Typically, funds support uncompensated care, life-saving equipment, research and training.

"Our hospitals are grateful to the generous Walmart and Sam’s Club associates, customers and members. It’s inspiring to see so many people working together to literally save the lives of kids in their own communities," said John Lauck, president and CEO of Children’s Miracle Network Hospitals. "We see how crucial the funds collected by Walmart and Sam’s Club are to our hospitals. The fact these $1-at-a-time donations have added up to $600 million is just amazing –and a great example of teamwork."

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Regional malls alive and kicking

BY Katherine Boccaccio

That’s not a bad headline leading into RECon 2012 next week in Las Vegas. Not that I can take credit for the verbiage; “Regional malls alive and kicking” is a report issued by SNL Real Estate, Charlottesville, Va.

According to SNL’s information, despite stalled growth in household income, regional malls have held their own, boosted by ongoing consumer interest in luxury items. In fact, occupancy levels at domestic regional malls owned by U.S. REITs moved to 93.2% by the end of 2011, from 91% at the end of 2009. That’s recovery for you.

If you have time before packing up your most comfortable shoes and boarding your flight to Las Vegas at the end of the week to attend our industry’s big show – the International Council of Shopping Centers’ RECon 2012, May 20-23 – give a quick read to the SNL report. It’s an encouraging lead-in to what we all hope will be a fruitful three days.


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