Holiday online retail shopper satisfaction down in 2007
Posted by Dennis Sellers 
Dec 27, 2007 at 12:04pm
Customer satisfaction with online retail during the 2007 holiday season is down slightly from last year, according to the Holiday 2007 edition of the “ForeSee Results Top 40 Online Retail Satisfaction Index.” Aggregate satisfaction with the leading online retailers scored 74 on a 100-point scale, losing 1.3 percent from a year ago, as online holiday sales rose at their slowest pace ever.
However, Apple held steady with a rating of 80 (out of 100) points to stay at number 15 on the listing. That’s ahead of HP’s 75 rating and Dell’s 74 rating, among others.
“Online shopping is still the bright spot for holiday retailers, but lower satisfaction coupled with slower than expected spending growth puts a little cloud over the season,” says Larry Freed, president and CEO of ForeSee Results. “In an economy where consumers are feeling the pinch, there’s increased competition for the customers’ dollar. So, it’s even more important for e-retailers to meet their customers’ needs online.”
Last year’s top-rated websites continue to dominate the Index. Netflix (86), Amazon (82), L.L. Bean (80) and QVC (80) lead the Top 40. The most improved websites from last year include Costco (up 4.3 percent to 72), Zappos (up four percent to 78), and Avon (up 3.9 percent to 79). Overall, 10 sites have increased customer satisfaction from last year, while 18 websites saw their scores slip.
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Dennis Sellers
Dennis has been a newspaper editor/reporter (seven years) and teacher (seven years). He has over 10,000 magazine, newspaper and online articles to his credit. He has also covered the Mac and tech industries for over a decade for such online publications as MacCentral, MacMinute and now MacsimumNews.
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