Amazon, Apple hit satisfaction highs as Netflix stumbles
updated 09:00 am EST, Wed December 28, 2011
ForeSee gives Amazon and Apple nods in appeal
ForeSee late Tuesday gave the nod to technology-driven online shops for satisfaction with online shopping during the holidays. Amazon led the group with a new high of 88 points. A one-point climb by Apple was enough to put it at a new high of 83 and a five-way tie with Avon, QVC, VistaPrint, and JC Penney, now headed by Apple's former retail VP Ron Johnson.
Netflix, meanwhile, saw a sharp drop, losing seven points to hit 79. It was still above The Gap (73) and Overstock.com (72), but it likely gave up share through its effective price hikes on combo streaming and disc plans as well as its app and web remakes.
In tracking habits, ForeSee found that price wasn't as important as it has been in the past. Improving the quality and selection of the products themselves was more important, it said. Visitors who were very happy were on average two thirds more likely to revisit the store and recommend it to others. They were also 48 percent more likely to buy if a retailer had an offline component, such as Apple or JC Penney.
Even slight differences matter, ForeSee said: one point could lead to as much as a 14 percent boost in web revenue.
