How Did Your Online Shopping Experience Rate?
If you shopped online over the holidays and had a good experience at Netflix, Amazon, LL Bean and QVC, you were not alone. These were the top scoring online retailers in a customer satisfaction survey by ForeSee Results, a Website satisfaction survey development company.
But ForeSee noted that customers were not as satisfied with these retailers as they had been just a few months earlier, a sign that consumer's expections were not met during the holidays. In fact, only one online retailer, Buy.com, posted a gain in customer satisfaction since the spring, ForeSee said. (Click here to register with Foresee and download the report)
The retailers with the lowest level of satisfaction: CompuUSA, Kmart and Sears. And those that saw the biggest drop in customer satisfaction since last spring: Toys R Us, Old Navy, Sears and JC Penney.
Reduced customer satisfaction online doesn't mean consumers will shop less on the Internet, said ForeSee's president Larry Freed. But customers' loyalty will suffer if their expectations are not met, he said. Freed did not have figures for the traditional bricks and mortar stores but said that typically online retailers post higher scores.
Any thoughts? How were your experiences with these and other retailers over the holidays? Tell me in the comments or during my live chat at 1 p.m. today when I address this and other consumer issues.
January 12, 2006; 7:00 AM ET
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