Netflix Still Rides HighMay 14th, 2009 - 12:04 am ICT by GD
Netflix remained at the top of ForeSee Results’ new list of top user-happiness indicators. With a 1.2% drop from last year, Netflix scored 85 out of 100 to beat Amazon for the top slot for the consumer satisfaction list for the third year in a row. Amazin at 84 saw a 1.2 percent rise over last year’s result, and QVC followed with 81. The others in the top five were Wal-Mart at 77 and J.C. Penny’s, Drugstore.com and Cabelas. The worst satisfaction score of 62 went to efollet.com, an online bookstore site. Home Depot, Neiman Marcus, Overstock, Foot Locker, Abercrombie and Safeway scored around 70, doing just better than that.
Significant declines in user satisfaction were noted in Apple, Blockbuster and Neiman Marcus. Apple’s score dropped by 6.3 percent to hover in the same region as Blockbuster, Williams-Sonoma and Talbots. Neiman Marcus saw a bigger fall at 6.7 percent and CVS saw a 7.8 percent decline on ForeSee Results’ list.
According to the report, “Almost half of the measured sites (forty-seven) have seen decreases since the first year they were measured, and fifty-five sites saw year-over-year decreases. This is a remarkable trend of declining satisfaction. Never in any industry we measure have we seen more than half of the measured companies fall from one year to the next”.
ForeSee Results CEO Larry Freed said, “An analysis of the factors that impact customer satisfaction shows that consumers are more price-sensitive than in previous years.However, the 2009 study reveals that, although shoppers aren’t more dissatisfied than in previous years, price now matters more.”
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