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Amazon Tops E-Commerce Customer Satisfaction, Apple Drops

By - Source: ForeSee | B 12 comments

World's largest online retailer tops chart for eighth consecutive year, while Apple experienced worst result in four years.

According to a report from ForeSee, Amazon has once again been voted as the most popular online store for customer satisfaction.

In determining the top online retailers for the holiday shopping season, ForeSee awarded Amazon a score of 88 out of 100, the same score it received last year.

The world's largest online online retailer has now achieved the highest scores in the index for eight consecutive years. ForeSee believes it's predominately due to its appeal and variety of products it offers.

"At this point, Amazon has been dominant for so long and has such a history of focusing on the customer, its hard to imagine anyone else coming close," said ForeSee president and CEO Larry Freed. "Companies should emulate Amazon's focus on the customer, which is clearly linked to superior revenues over the years."

Amazon responded to the news by thanking its customers and delivering a variety of holiday shopping stats:

  • On Nov. 26, its peak day, Amazon customers ordered more than 26.5 million items worldwide across all product categories -- 306 items per second.
  • Christmas Day was the biggest day ever for digital downloads from Amazon of movies, TV shows, songs, books, and apps.
  • Best-selling TVs: Vizio 60-inch Razor LED Smart HDTV; Panasonic Viera 55-inch 3D plasma TV; and Samsung 32-inch LED HDTV.
  • Best-selling video games: Just Dance 4; Call of Duty: Black Ops II; and Assassin's Creed III.

Other online retailers in the survey includes second-place LLBean.com with a score of 85, who was followed by QVC.com with 84, Vitacost.com with 84 and Esteelauder.com with 83.

Apple.com, which was tied for second place in 2011, decreased by 4 percent with a score of 80, its poorest rating in four years. Dell also saw its ratings drop by 4 percent for a grade of 77. JCPenney.com experienced the biggest decline in customer satisfaction, with a 6 percent decrease for a score of 78.

"This year, we're seeing that even some of the largest companies in the country are at risk if they lose sight of customer satisfaction," Freed said. "Satisfaction with the customer experience, when measured correctly, is the most important predictor of future success, and while Amazon clearly gets it, Apple stumbles from their usual focus on the customer experience. Dell and J.C. Penney seem to be struggling to find their way, which could make them extremely vulnerable to competitors."

ForeSee's eighth annual Holiday E-Retail Satisfaction Index was compiled on more than 24,000 customer surveys conducted between Thanksgiving and Christmas.

 

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Display 12 Comments.
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  • 3 Hide
    stoogie , December 28, 2012 5:13 AM
    Well if u read tech sites of course your satisfaction with apple would dramatically drop.
  • 7 Hide
    iknowhowtofixit , December 28, 2012 5:15 AM
    stoogieWell if u read tech sites of course your satisfaction with apple would dramatically drop.

    If you use Apple products, your satisfaction with Apple would dramatically drop.
  • 6 Hide
    stoogie , December 28, 2012 5:22 AM
    iknowhowtofixitIf you use Apple products, your satisfaction with Apple would dramatically drop.

    that too lol
  • 4 Hide
    Anonymous , December 28, 2012 5:24 AM
    If you read about Apple's IP practices, your satisfaction would drop.
  • 8 Hide
    arrghh123 , December 28, 2012 5:29 AM
    If you found out how much you overpaid for yesteryear's tech, your satisfaction would drop.
  • 1 Hide
    stoogie , December 28, 2012 5:34 AM
    Mainly why i dislike apple is that they have never invented anything before and they just copy others, then patent it, then sue the creators, that and 180-220% overpriced, limited closed unix based OS(which was copied from linux), 50-70% less benchmark performance on the same hardware(google portal 2), Dumbed down user interface, lack of software and variety, limited versions of hardware(6 phones? compare that to any other phone company), breaks easily, low battery life, overpriced app store, fan base of 12 year olds, and because they hold back the industry as a whole especially with innovation. If you want performance, power, latest technology, any software that can do anything, a OS that lets you do anything, then buy anything BUT apple, Unless your an idiot and like being treated like one.
  • 4 Hide
    tenshin111 , December 28, 2012 6:39 AM
    stoogieMainly why i dislike apple is that they have never invented anything before and they just copy others, then patent it, then sue the creators, that and 180-220% overpriced, limited closed unix based OS(which was copied from linux)


    Not that I like Apple but their OS has nothing to do with Linux. It is based on BSD which is probably the 'purest' unix system available today. They also made some substantial improvements on top it like for example Core Audio - it is the best audio architecture on a PC.

    And just for the record - linux is not unix ;) 
  • 1 Hide
    Anonymous , December 28, 2012 11:25 AM
    Most people here that are apple haters haven't ever owned any apple items. I own an Ipad and an Android tablet and I constantly find myself turning to the Ipad more often. It may be a premium price to pay, but it is definitely worth it. Android is great, but it still is not as polished as iOS. The only plus right now on Android is some of its apps are cheaper and/or free. Problem is that the Ipad has lots of exclusive iOS apps too so it makes it worth the price.

    Oh running Android 4.1.2 and iOS 6.0.1 latest versions of both.
  • 0 Hide
    g00fysmiley , December 28, 2012 12:06 PM
    RemoltenMost people here that are apple haters haven't ever owned any apple items. I own an Ipad and an Android tablet and I constantly find myself turning to the Ipad more often. It may be a premium price to pay, but it is definitely worth it. Android is great, but it still is not as polished as iOS. The only plus right now on Android is some of its apps are cheaper and/or free. Problem is that the Ipad has lots of exclusive iOS apps too so it makes it worth the price.Oh running Android 4.1.2 and iOS 6.0.1 latest versions of both.


    i use both, i own a 160 gig ipod classic and its one of the best gadgets i own, great as a transfer device and to hold alot of media (audiobooks) my sister who lives with me and my wife as an iphone 4Gs, having use dhers and showing her how do do some stuff on it vs how it works on my galaxy nexus she prefers my nexus and is buying a droid when her upgrade gets there. she also got a ipad for graduation present (ipad 2) and compared to my transformer pad... i'd take the asus any day, much more flexibility of use, heck i was able to use free open soarce software to add things liek a wifi camera in the garage that i can check via tethered pad or jus thte phone on from anywehre with signal (or wifi) and make sure it is closed and close it if open, also can change thermostat remotly, and pull data from my home pc or networked storage device... still can't get my sister's ipad to do mos tof that (she cn use it network storage but won't sinc to her pc on the network rmeotly
  • 0 Hide
    Anonymous , December 28, 2012 12:18 PM
    g00fysmileyi use both, i own a 160 gig ipod classic and its one of the best gadgets i own, great as a transfer device and to hold alot of media (audiobooks) my sister who lives with me and my wife as an iphone 4Gs, having use dhers and showing her how do do some stuff on it vs how it works on my galaxy nexus she prefers my nexus and is buying a droid when her upgrade gets there. she also got a ipad for graduation present (ipad 2) and compared to my transformer pad... i'd take the asus any day, much more flexibility of use, heck i was able to use free open soarce software to add things liek a wifi camera in the garage that i can check via tethered pad or jus thte phone on from anywehre with signal (or wifi) and make sure it is closed and close it if open, also can change thermostat remotly, and pull data from my home pc or networked storage device... still can't get my sister's ipad to do mos tof that (she cn use it network storage but won't sinc to her pc on the network rmeotly


    Should I mention jailbreaking?
  • 0 Hide
    g00fysmiley , December 28, 2012 1:02 PM
    thats fair, but its my sister's ipad so i don't want to brick it if i mess up :)  but there was no need to jailbreak my phone or tablet to get full functionality, still will admit i like how hers looks better, apple can make pretty little machines and my ipod is like 5 years old and still works liek new so i have faith in their build quality
  • 1 Hide
    makaveli316 , December 28, 2012 2:42 PM
    The only product i own and it's great product from Apple is the iPod.
    Not that ipod touch crap, i'm talking about the old ipod nanos and shuffle.
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