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Amazon Tops ForeSee's Customer Satisfaction Survey

5/09/2012 10:42:26 AM Eastern

Ann Arbor, Mich. - Amazon once again reigned supreme in ForeSee's
Top 100 E-Retail Satisfaction Index, besting its own score from the previous
year.

The e-tailer came out on top with a score of 89, up three points
from 86 in 2011. ForeSee, an analytics
firm, uses a methodology created by the University of Michigan that measures
individual satisfaction of retailers in the following industries: apparel and
accessories; books, music and video; computers and electronics; food and drug
home improvement; mass merchants; specialty/non-apparel; and miscellaneous. It
has been producing the index since 2005.

The aggregate index was 78 for the second year in a row, and a
score of 80 or higher is considered to be "superior," ForeSee said.

Apple's online store jumped a whopping five points from the prior
year, leapfrogging it over several other positions on the list. Newegg.com
didn't fare quite as well, as it dropped a point from 2011, and Netflix.com
dropped four points.  

The top 10 and their scores:

  • Amazon: 89

  • QVC.com: 85
  • Apple.com: 85
  • Keurig.com: 84
  • Avon.com: 83
  • LLBean.com: 83
  • 1800Contacts.com: 82
  • BN.com: 82
  • Newegg.com: 82
  • OrientalTrading.com: 82

 

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