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Report: Netflix Tops Retail Site Satisfaction

28 Dec, 2006 By: Jessica Wolf

Netflix was the No. 1 Web site in consumer satisfaction over the holidays, according to the ForeSee Results annual report, The Top 40 Online Retail Satisfaction Index.

The online DVD rental site held the same distinction last holiday season as well, according to the research firm. This year Netflix improved 2.4% to a score of 86 points on the 100-point ForeSee scale.

Amazon.com also got high scores from its users, increasing 2.4% to an 84 score.

Overall, online shoppers polled said they were slightly more satisfied this holiday season than last. The overall satisfaction index rose 1.4% to 75 points.

Netflix topped the report's four categories used to measure satisfaction — site experience, merchandise, brand and price. Amazon scored high in the merchandise category, according to ForeSee Results.

In fact, the top 8 online retailers on the list all improved or stayed the same over their prior year scores, according to the report's author, Larry Freed, president and CEO of ForeSee Results.

“Not only are the very high satisfaction scores impressive, but maintaining or improving already impressive scores in an Internet environment where consumers expect more every year is a great accomplishment,” he wrote.

The top sites make constant continuous improvements, he wrote.

Other retailers with popular home entertainment product sections appear on the ForeSee's top 40 list, including CircuitCity.com and Target.com, both with a 74 score and BestBuy.com, Sears.com SonyStyle.com and Wal-Mart.com all with 73 scores.

Sears.com and SonyStyle.com improved their year-over-year satisfaction rating this shopping season by 7.4% and 5.8%, respectively.

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