Ann Arbor, Mich. — Holiday online shoppers were slightly more satisfied this season than last, according to ForeSee Results’ Top 40 Online Retail Satisfaction Index.
This is the second year in a row that ForeSee has released the index.
Aggregate customer satisfaction with this group of leading retailers rose one point (1.4 percent) to a score of 75 on a 100-point scale.
The leaders in delivering a satisfying online shopping experience have maintained their positions from last holiday season, said ForeSee in a release. Netflix.com lead the index again, increasing 2.4 percent to a score of 86, followed by Amazon.com, up 2.4 percent to a score of 84.
Top gainers included SonyStyle.com (a score of 73), with a 5.8 percent year-over-year gain; Target.com (74), with a 5.7 percent gain; and HPShopping.com (78), with a 5.4 percent gain.
CE companies that fared not quite as well included CDW.com (68, down one point from last year) and Costco.com (69, unchanged).
The index used the methodology of the American Customer Satisfaction Index to analyze data collected from visitors to the top 40 retail Web sites, as defined by sales volume from the Internet Retailer Top 500 Guide. Data was collected through FGI Research’s SmartPanel, a nationwide panel of approximately 1.6 million consumer households who agreed to participate in opt-in surveys.
All respondents visited one of the top 40 retail Web sites within the past 14 days. Some went on to complete an online purchase; others didn’t, meaning the respondent group is defined as “browsers.”
The top 10 CE retailers were:
2006 2005 Year-Over-Year Change
1. Amazon.com 84 82 2.4%
2. QVC.com 80 80 0.0%
3. Apple.com 79 76 3.9%
4. HPShopping.com 78 74 5.4%
5. Newegg.com 78 79 -1.3%
6. Dell.com 77 74 4.1%
7. TigerDirect.com 76 77 -1.3%
8. HSN.com 75 75 0.0%
9. CircuitCity.com 74 71 4.2%
10. Target.com 74 70 5.7%
