Amazon.com, Inc. (NASDAQ:AMZN) has topped an online customer satisfaction survey for eight years in a row. That’s according to ForeSee’s Holiday E-Retail Satisfaction Index, which has only been done for the past eight years.
ForeSee surveys customers on 100 of the biggest online retailers according to sales volume as listed in Internet Retailer. The survey is conducted annually in the U.S. in the holiday shopping season. The firm collected over 24,000 surveys, which were filled out between Thanksgiving and Christmas.
Amazon.com, Inc. (NASDAQ:AMZN)’s score was 88 out of 100, the same as last year. Survey analysts believe the company does so well because its site is very easy to use and it offers such a wide variety of products.
ForeSee also found that Amazon.com, Inc. (NASDAQ:AMZN)’s stagnant score year over year also reflected the entire index as a whole. The whole index showed that overall satisfaction with online retailers was at 78 out of 100, just as it was last year.
A number of major companies took some hits in the survey. J.C. Penney Company, Inc. (NYSE:JCP) dropped five points to 78, while Apple Inc. (NASDAQ:AAPL) dropped three points and received an 80-point rating. ForeSee analysts said these decreases show how even companies with large revenues can fail in the realm of customer service.
ForeSee also examined online retailers to see what their priorities were. They said merchandise came out on top for the majority of them according to their analytics. They also noted that only seven out of the 100 companies on their index listed price as one of their high priorities for improvement, while 65 of them should focus on approving the appeal, availability, and variety of the products they offer.
