Amazon Tops Foresee Customer Satisfaction Survey

wizwor · 12-27-2012, 07:59 AM

For the 8th consecutive year, Foresee has ranked Amazon.com as the online retailer with the highest customer satisfaction. This is an increasingly important statistic as sales show a continuing shift from brick and mortar to online retailers.

Most of my shopping is online these days. I like to have stuff shipped to my home but also like to be able to return to a store. Kohls, Walmart, Best Buy, Staples, Walgreens, and Gamestop make this easy.

I like doing business with Amazon, but I don't spend too much money on Amazon.com. When I have, I have found Amazon to be a great partner. Yesterday, Amazon made fifteen commercial kindle apps available as free downloads. Compare that to Best Buy pushing cables and extended warranties after the sale.

The top rated company was Amazon with a score of 88. This compares favorably to the industry average of 78. Since 2005, Amazon's score has increased six ratings points.

The second highest rating went to LL Bean (85; up four from last year and five from 2005). I don't have a lot of experience with LL Bean, but will look closer since receiving a very high quality jacket as a gift. They offer lifetime warranties on many products and have a store local to me.

#3 QVC (84; 1,4) surprised me.

Scores range from 72 to 88. I don't disagree with ratings of some of my regulars...

Best Buy 77; -1, 5
Gamestop 77; NA, NA
HomeDepot 78; 0, 9
Kohls 80; 1,1
Microsoft Store 78; NA, NA
Newegg 81; -1, 2
Sony 75; 5, 10
Staples 77; -1, 6
VistaPrint 83; 0, 3
Walgreens 80; NA, NA
Walmart 78; -1, 5

Some stores I do not shop...

Apple 80; -3, 4
B&N 79; -2, 2
Target 79; 3, 9

Stores on my Radar...

1800Flowers (80; NA, 5) since Proflowers (not listed) disappointed again
FTD (74; NA, 5) since Proflowers (not listed) disappointed again
Dell (77; -3, 3) as a benchmark of a terrible web seller
JC Penny (78; -5, 7) since they have had some problems this year
Sears (75; 0, 7) since I bought three mattresses from them this year
TigerDirect (76; -3, -1) since I'm looking for a board, cpu, ram combo
Toys'r'us (76, 1, 7) since I could not price adjust something I bought there

Lowes (75; NA, NA) -- I haven't shopped there since they would not allow me to pick up merchandise purchased online because the price paid was too low. No kidding.

Not too many surprises, but I'll look at some of the top rates stores I have so far missed. You have to register to see the whole report, so I have not directly linked the report or posted the entire list. If anyone is curious about a specific retailer, I'd be happy to post the information.

HarryT · 12-27-2012, 08:22 AM

I've never even heard of some of those

. Is this an American survey?

Dave_S · 12-27-2012, 08:54 AM

Quote:

Originally Posted by HarryT

I've never even heard of some of those

. Is this an American survey?

Most definitely.

Most on the list do not even have international divisions.

wizwor · 12-27-2012, 09:02 AM

Yes, sorry. I keep forgetting this is an Canadian forum. They do a UK survey as well, but I didn't see a Canadian survey unless that rolls into the UK survey. I think it is more likely to be rolled into the US survey...

UK Survey Results
US Survey Results

HarryT · 12-27-2012, 09:04 AM

Thank you - that's very interesting.

SeaKing · 12-27-2012, 10:56 AM

Quote:

Originally Posted by HarryT

I've never even heard of some of those

. Is this an American survey?

Except for Apple (50 mi), B&N (50mi)
Microsoft (online) Newegg (online), VistaPrint (online my lady
friend uses them all the time - would put them #1), Sony, TigerDirect (online)
Dell (online except some at Walmart), Amazon, LLBean,
all are within 15 miles of me.
Lowes, Walmart, Walgreens, Gamestop are within 3 miles.

And I am by a small town.

kennyc · 12-28-2012, 06:10 AM

I Love Amazon.

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12-27-2012, 07:59 AM	#1
wizwor Wizard Posts: 1,068 Karma: 23867385 Join Date: Nov 2011 Device: kindle, fire	Amazon Tops Foresee Customer Satisfaction Survey For the 8th consecutive year, Foresee has ranked Amazon.com as the online retailer with the highest customer satisfaction. This is an increasingly important statistic as sales show a continuing shift from brick and mortar to online retailers. Most of my shopping is online these days. I like to have stuff shipped to my home but also like to be able to return to a store. Kohls, Walmart, Best Buy, Staples, Walgreens, and Gamestop make this easy. I like doing business with Amazon, but I don't spend too much money on Amazon.com. When I have, I have found Amazon to be a great partner. Yesterday, Amazon made fifteen commercial kindle apps available as free downloads. Compare that to Best Buy pushing cables and extended warranties after the sale. The top rated company was Amazon with a score of 88. This compares favorably to the industry average of 78. Since 2005, Amazon's score has increased six ratings points. The second highest rating went to LL Bean (85; up four from last year and five from 2005). I don't have a lot of experience with LL Bean, but will look closer since receiving a very high quality jacket as a gift. They offer lifetime warranties on many products and have a store local to me. #3 QVC (84; 1,4) surprised me. Scores range from 72 to 88. I don't disagree with ratings of some of my regulars... Best Buy 77; -1, 5 Gamestop 77; NA, NA HomeDepot 78; 0, 9 Kohls 80; 1,1 Microsoft Store 78; NA, NA Newegg 81; -1, 2 Sony 75; 5, 10 Staples 77; -1, 6 VistaPrint 83; 0, 3 Walgreens 80; NA, NA Walmart 78; -1, 5 Some stores I do not shop... Apple 80; -3, 4 B&N 79; -2, 2 Target 79; 3, 9 Stores on my Radar... 1800Flowers (80; NA, 5) since Proflowers (not listed) disappointed again FTD (74; NA, 5) since Proflowers (not listed) disappointed again Dell (77; -3, 3) as a benchmark of a terrible web seller JC Penny (78; -5, 7) since they have had some problems this year Sears (75; 0, 7) since I bought three mattresses from them this year TigerDirect (76; -3, -1) since I'm looking for a board, cpu, ram combo Toys'r'us (76, 1, 7) since I could not price adjust something I bought there Lowes (75; NA, NA) -- I haven't shopped there since they would not allow me to pick up merchandise purchased online because the price paid was too low. No kidding. Not too many surprises, but I'll look at some of the top rates stores I have so far missed. You have to register to see the whole report, so I have not directly linked the report or posted the entire list. If anyone is curious about a specific retailer, I'd be happy to post the information.

12-27-2012, 08:22 AM	#2
HarryT eBook Enthusiast Posts: 85,544 Karma: 93383043 Join Date: Nov 2006 Location: UK Device: Kindle Oasis 2, iPad Pro 10.5", iPhone 6	I've never even heard of some of those . Is this an American survey?

12-27-2012, 09:02 AM	#4
wizwor Wizard Posts: 1,068 Karma: 23867385 Join Date: Nov 2011 Device: kindle, fire	Yes, sorry. I keep forgetting this is an Canadian forum. They do a UK survey as well, but I didn't see a Canadian survey unless that rolls into the UK survey. I think it is more likely to be rolled into the US survey... UK Survey Results US Survey Results

12-27-2012, 09:04 AM	#5
HarryT eBook Enthusiast Posts: 85,544 Karma: 93383043 Join Date: Nov 2006 Location: UK Device: Kindle Oasis 2, iPad Pro 10.5", iPhone 6	Thank you - that's very interesting.

12-28-2012, 06:10 AM	#7
kennyc The Dank Side of the Moon Posts: 35,872 Karma: 118716293 Join Date: Sep 2009 Location: Denver, CO Device: Kindle2; Kindle Fire	I Love Amazon.

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