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Amazon Tops In Visits, Searches And Satisfaction

Costa Mesa, Calif. – was the most visited and searched for e-tail site of the year, a title it also held in 2011, Experian Marketing Services reported.

Coming in at Nos. 2, 3 and 4 for the second consecutive year were, and slipped one spot to No. 6, rose one notch to No. 9, and fell two places to round out the list at No. 10.

Amazon also scored with the Kindle Fire, which was the second most searched for product of the holiday selling season after Uggs, Experian said, while Kindle placed fourth and Kindle Fire HD placed eighth on the product search list.

Apple, which failed to make the top 10 e-tail list, placed third, sixth and seventh on the product rankings with iPad, iPad Mini and iPad Touch, respectively.

All told, tablets and e-readers took five of the top 10 spots, with 10th place going to Beats by Dr. Dre.

The credit reporting firm based its findings on data collected from the 68 top U.S. search engines and web portals.

Amazon was also tops for the second consecutive year in customer satisfaction, scoring 88 out of a possible 100 points in a separate study by ForeSee, which assessed the merchandise, functionality, content, and pricing of the nation’s 100 largest e-commerce sites.

Other high-scoring tech sites included, which tied for sixth place with a satisfaction score of 81, and Apple’s online store, which tied for seventh place with a score of 80, which ForeSee called the “threshold for excellence.”

Sony’s online store (79) and (78) were on the short list of most-improved sites year over year, while Apple, Dell (77) and TigerDirect (76) shared the distinction of showing the largest declines in customer satisfaction since 2005.

Among major retail chains, scored a 79, scored a 78, scored a 77, and scored a 75.

ForeSee said companies that provide an excellent customer experience tend to see increased revenues, loyalty and recommendations.