Online Retailer Satisfaction Slips

ANN ARBOR, Mich. — Customer satisfaction with online retailing dipped slightly this holiday season from a year ago, according to a survey released yesterday. The ForeSee Results Top 40 Online Satisfaction Index found that the aggregate satisfaction score for the largest online retailers was 74 out of 100, down 1.3% from year-ago levels. Netflix retained the top spot in the survey with a score of 86, tying its results from a year ago. Food and drug retailers on the list included Amazon.com, at No. 2 with a score of 82, down 2.4%; Wal-Mart, up 1.4% with a score of 74; drugstore.com, also up 1.4% and also with a score of 74; Costco, up 4.3% with a score of 72; and Target, down 2.4% with a score of 72. The survey of over 11,000 consumers employed the methodology of the University of Michigan’s American Customer Satisfaction Index and was conducted in partnership with FGI Research. Earlier this week a report from SpendingPulse estimated that online sales were up 22.4% this holiday season over last year’s.

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