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Tag Archive: Satisfaction

Amazon, Netflix Top Holiday Satisfaction

Amazon, Netflix Top Holiday Satisfaction

It’s no secret that customer satisfaction is vital, online as well as in bricks-and-mortar stores. So Amazon and Netflix will be feeling happy at the result of the new survey from ForeSee Results, which has looked into customer satisfaction with online retailers this holiday season.

Both companies hit a score of 84 – any score above 80 is considered excellent, and they were the only two to achieve it. ForeSee rated 40 retailers on a 100-point scale using the University of Michigan’s American Customer Satisfaction Index (ACSI).

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Google, Apple See Satisfaction Gains

Google, Apple See Satisfaction Gains

The American Consumer Satisfaction Index is a long-running study, conducted every quarter, that measures U.S. consumers’ perceptions of the quality of services and products. The ASCI is one of the mide widely-cited and most respected measures of perceived brand quality and consumer satisfaction in the nation, and its results are often seen as significant economic indicators for industries.

This quarter, Apple and Google found their stock in the ASCI going up…while U.S. automobile manufacturers and major appliance maker Whirlpool took it on the chin.

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Holiday Online Shopper Satisfaction Down

Holiday Online Shopper Satisfaction Down

A new study from ForeSee Results finds that online consumers satisfaction over the holidays declined by 1.3 percent compared to last year—although the causes may have as more to do with factors in the offline world (economic pinch and gas prices) than anything the online retailers did wrong. The study found that online holiday sales rose at their slowest pace ever, while aggregate satisfaction numbers from leading online retailers dropped to 74 out of 100 points.

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Satisfaction Review

Summary

We all know how the famous song about Satisfaction, and as consumers, we all sometimes find ourselves searching for anybody who will listen to our problem, hoping to get some satisfaction with a product or service. Satisfaction (the web site) is hoping to provide some satisfaction to consumers with its recently unveiled web service, and its best to start by letting them explain what it is:

"Satisfaction is a people-powered customer service for everything. It’s a Web service that uses "community-sourcing" to provide better support for products and services, with or without company involvement. Satisfaction’s open discussion-based system allows companies, their customers and partners to work together to answer questions, identify problems and bugs, share great ideas for how to make products better, and connect in unexpected ways."  Read more...

Netflix, QVC Lead E-Tail Satisfaction

Market research firm ForeSee Results has released its Top 100 Online Retail Satisfaction Index for spring of 2007, and finds that Netflix, QVC, and Amazon.com lead online retailers in terms of customer satisfaction, while PCMall and PCConnection.com have “the most opportunity for improvement.”

ForeSee’s results are based on more than 20,000 surveys of consumers who visited the top 100 retail sites, as defined by the amount of gross revenue they generate. The study applies the methodology of the well-regarded (and long-running) American Consumer Satisfaction Index conducted by the University of Michigan to determine how well the sites delivered the online shopping experience customers wanted. The sites spanned a number of categories, from mass merchants and electronics to flowers, food, hardware, sporting goods, health & beauty, flowers, and other categories.  Read more...

U.S. Consumers Happier with Computer Makers

A new update to the American Consumer Satisfaction Index finds that in the second quarter of 2006, computer makers have achieved the highest level of consumer satisfaction recorded in ten years. Although it should be noted these figures were compiled before Dell’s massive battery recall, overall computer makers achieved a satisfaction rating of 77, up 4.1 percent from the same period a year ago. The overall leader amongst computer makers in terms of consumer satisfaction remained Apple Computer, with a score of 83; the score puts it in the top 15 percent of all companies measured by the ASCI. Dell came in with a 78 (a four point rise from the first quarter of 2006), while HP-branded systems landed a score of 75, up two points from the first quarter. HP’s Compaq-branded systems landed a score of 72—but that’s up five points from the first quarter.  Read more...

Bundles Improve Cable Users’ Satisfaction?

An first-quarter update to the American Consumer Satisfaction Index (ASCI) finds that cable and satellite television providers, long one of the lowest-scoring industries surveyed in terms of consumer satisfaction, saw an uptick in consumer satisfaction during the first quarter of 2006. That’s right: the cable and TV industries posted a three percent gain, bringing their overall level of customer satisfaction to a whopping 63 percent.

Yes, that’s still a pretty low score. Software giant Microsoft pulls in a 73, and cram-’em-in-like-sardines discount air carrier Southwest merits a 74.  Read more...

U.S. Govt Web Better than the Real Thing

The University of Michigan’s American Customer Satisfaction Index (ASCI) has found that citizen satisfaction with government Web sites has inched higher than satisfaction with the overall federal government.

Last year, satisfaction levels with the overall federal government and so-called “e-government” offerings were identical. However, during the fourth quarter of 2005, the study found e-government’s customer satisfaction score has increased 2.5 percent over the same period in 2004, to a high of 73.9 out of 100 points. The overall federal government, conversely, topped out at 71.3 points. The e-government score was the third consecutive quarterly gain for the federal government’s online offerings.  Read more...

Verizon Leads In Wireless Satisfaction

The survey, which is part of the firm’s “U.S. Wireless Satisfaction Monitor,” noted the carrier “sets a daunting benchmark for its competition, achieving class-leading ratings for service quality and customer care.”

“Despite a relatively weak device portfolio, sub-par bundled minutes and light youth segment presence relative to Sprint, Cingular [Wireless L.L.C.] and other national operators, Verizon Wireless continues to represent the gold standard in customer satisfaction,” said David Kerr, vice president and global wireless practice leader at Strategy Analytics.

Read the full story at RCR Wireless News.

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