According to an e-commerce customer satisfaction study conducted by ForeSee, video rental retailer Netflix and TV shopping channel QVC rank at the top of the list – scoring 85 out of 100 – providing the best customer service among the Web's top 100 revenue-earning online retailers. Other customer favorites include Amazon.com, Barnes & Noble, and Apple.com.
On the bottom end of the list, several electronics vendors scored poorly including PCMall.com and PCConnection.com, each with a score of 67. The study mentions investing in site experience improvements or brand will have a bigger positive impact on the bottom line than trying to drive demand by dropping the price.
On the computer and electronics arena, TigerDirect.com and Apple.com rank at the top of the list with a score of 79. Given the fact that that computer and electronic products are more standard also makes them easier to buy online, so what causes people to choose one online retailer over another? The answer usually comes down to customer satisfaction.
Another interesting find is that even though computers and electronics have long been at the forefront of Internet commerce, apparel sales exceeded computer sales for the first time ever in 2006. Both categories however, sit at the bottom of the list in customer satisfaction with an aggregate score of 73, while Books / CDs / DVDs are the highest-scoring category with a score of 77.
You can head to our forums to read the complete reports on leading online retailers in customer satisfaction, and customer satisfaction among online computer / electronics retailers.