Netflix tops e-commerce customer satisfaction for seventh term
By Susanne Ault -- Video Business, 5/15/2008
MAY 15 | Netflix.com is tops in e-commerce customer satisfaction, according to the latest survey by ForeSee Results.
This marks the seventh straight time that Netflix has been crowned king in ForeSee’s Top 100 Online Retail Satisfaction Index report. With a score of 86 out of a possible 100, Netflix trumped a wide range of online retailers, including Amazon.com (83), Apple.com (80), Blockbuster.com (77), BestBuy.com (74) and Target.com (73).
Netflix also improved its standing by 1.2% over ForeSee’s Retail Satisfaction Index conducted in spring 2007.
The online DVD rentailer is continuously fine-tuning its operations by ramping up both title selection and customer convenience, said Netflix spokesman Steve Swasey.
Today, Netflix.com offers 100,000 DVD titles, up from 90,000 in 2007 and 70,000 in 2006. Netflix now serves up 9,000 titles for instant streaming. That is more than four times the number of on-demand titles available on Netflix at the beginning of 2007.
Due to the addition of a half-dozen distribution centers in the last 12 months, Netflix is now able to send 96.2% of its Netflix members DVDs the day after receiving requests. Netflix currently operates 56 such centers nationwide.
Also aimed at strengthening customer relations, Netflix abandoned its e-mail customer service operation last year in favor of live, 24-hour daily support.
“That was a huge expense for the company, but it was good for the customer,” said Swasey of the launched round-the-clock service. “Everything we do is about improving what is already an outstanding customer experience.”
On average, ForeSee’s Top 100 retailers scored a 75, indicating overall shopping satisfaction on the Web. The Top 10 ranked e-commerce sites, in descending order, are Netflix.com (86), QVC.com. (84), Amazon.com (83), DrsFosterSmith.com (81), Shutterfly.com (80), Newegg.com (80), Apple.com (80), BassPro.com (79), Shopping.hp.com (79) and Avon.com (79).
“The Web continues to be a bright spot in retail, which is good news for retailers and even better news for customers,” said Larry Freed, president and CEO of ForeSee Results. “When competition for limited consumer dollars is fierce, as it is now in a weak economy, retailers are searching for ways to convert browsers to buyers. Providing a satisfying Web site experience is the first place to start.”
