Amazon, Netflix top holiday e-retailer satisfaction

amazon netflix top holiday e retailer satisfaction foresee results logo

Not so many years ago online shopping experiences were sometimes akin to a newly-discovered tenth ring of Hell, but ForeSee’s E-Retail Satisfaction Index (PDF, registration required) for the 2010 holiday season seems to indicate online shopping has come of age: although overall satisfaction dropped one point to 78 from 79 last year, fully 14 major companies managed scores above 80 points, which ForeSee characterizes as the “threshold for excellence.” Leading the way: and Netflix, both of which managed satisfaction scores of 86.

“In a recovering economy, a lot of us assume that declining satisfaction is a result of frustration with prices. Our research shows that is not always the case, and that it varies drastically from company to company,” said ForeSee Results CEO Larry Freed, in a statement.

As a case in point, ForeSee takes a look at versus rival sites like and although consumers broadly see Apple products as more expensive than their rivals, Apple scores a satisfaction rating of 82 compared to a 78 for HP and a 76 for Dell owing mainly to the functionality of the Apple Web site.

ForeSee also looked at Amazon versus Wal-mart—which are generally matched for pricing—and found Amazon earned its 86 online customer satisfaction score on the basis of merchandise, content, and Web site functionality. Nonetheless, Walmart did manage to stay in the “excellent” category this year with a store of 80—and Amazon was the only one of the top ten players to see a drop in satisfaction scores this year: it slipped from 87 to 86.

However, price does help: in comparing Netflix’s satisfaction score of 86 to Blockbuster’s 76, ForeSee notes that while BlockBuster is a multi-channel retailers, Netflix beat Blockbuster in both pricing and Web site functionality, leading to higher online customer satisfaction.

According to ForeSee, the companies earning a score of 80 or more for the 2010 holiday season are as follows:

  • Amazon: 86 (-1, tied with Netflix)
  • Netflix: 86 (tied with Amazon)
  • QVC: 84 (+3)
  • Avon: 83 (+2)
  • L.L. Bean: 83 (+3)
  • Apple: 82
  • Newegg: 82
  • eBay: 80
  • Musician’s Friend: 80
  • VistaPrint: 80
  • Walmart: 80
  • Williams-Sonoma: 80

The ForeSee consumer satisfaction reports use the methodology developed at the University of Michigan and used by the American Consumer Satisfaction Index, an on-going study that analyzes customer satisfaction across a broad range of businesses and industry (as well as government services). Higher scores indicate greater reported customer satisfaction, but the numbers don’t represent any particular unit: a score of 80 isn’t an “80 percent” satisfaction rating.


Apple to boost its Amazon presence with listings for iPhones, iPads, and more

Apple is about to start offering more of its kit on Amazon. The tech giant currently only has very limited listings on the shopping site, but the deal will see the arrival of the latest iPhones, iPads, MacBooks, and more.

The best iPhone deals for November 2018

Apple devices can get expensive, but if you just can't live without iOS, don't despair: We've curated an up-to-date list of all of the absolute best iPhone deals available for November 2018.

Make some time for the best smartwatch deals for November 2018

Smartwatches make your life easier by sending alerts right on your wrist. Many also provide fitness-tracking features. So if you're ready to take the plunge into wearables and want to save money, read on for the best smartwatch deals.

The best Apple Watch deals for November 2018

The Apple Watch has surged to prominence in recent years. If you're in the market for an iOS wearable, we've sniffed out the best Apple Watch deals available right now for all three models of this great smartwatch.

Cyber Monday 2018: When it takes place and where to find the best deals

Cyber Monday is still a ways off, but it's never too early to start planning ahead. With so many different deals to choose from during one of the biggest shopping holidays of the year, going in with a little know-how makes all the…

Google’s Gboard now uses A.I. to recommend GIFs based on your conversation

Google is bringing a new feature to Gboard that should make it better for those that regularly use GIFs and stickers. The feature essentially uses A.I. to recommend GIFs and stickers based on your conversation.

Get up close and personal with this telephoto lens for your phone

Moment is replacing its aging 60mm telephoto lens with a new 58mm tele lens, redesigned from the ground up for the latest iPhone, Pixel, and Galaxy phones. Mount it onto the phone via a case and get closer with 2x optical zoom.

These 100 best iPhone apps will turn your phone into a jack-of-all-trades

The iPhone is the most popular smartphone in the world, and we want to bring out the best in yours. Behold our comprehensive list of the best iPhone apps, from time-saving productivity tools to fun apps you won’t be able to put down.

The Mac mini's price has crept into iMac territory. So how do they compare?

Apple announced a long-awaited update to the Mac mini. Thanks to the updated specs and increase in price, it's begun to creep up to the base model iMac. In this guide, we now put up the specs on the newest refreshed Mac mini against the…

Will Chrome remain our favorite web browser with the arrival of newest version?

Choosing a web browser for surfing the web can be tough with all the great options available. Here we pit the latest versions of Chrome, Opera, Firefox, Edge, and Vivaldi against one another to find the best browsers for most users.
Product Review

The MacBook Air plays the oldies we love, but the band is getting old

We’ve waited for a long time for an update to the MacBook Air, and Apple finally delivered one. With a lot of features ported over from the MacBook Pro, is this new laptop what Apple fans have always wanted?

Here are the best Apple Watch and Fitbit Versa deals for Black Friday

Apple products are the most sought-after products for Black Friday, the leaked preview ads show what discounts retailers will have for the Apple Watch Series 3 and other smartwatches, such as the Fitbit Versa, this holiday season.

Should you buy the affordable MacBook Air, or is the MacBook Pro worth the price?

Though they both share Retina Displays and similar keyboards, there are still some specs differences and other changes which distinguish the new 2018 MacBook Air and MacBook Pro. In this guide, we stack the two up against each other.

The best iPhone XR cases to keep your phone shiny and new

Apple's new iPhone range is the toast of 2018, with beautiful style and more power than you can shake a stick at. But beauty can often be fragile -- keep the damage to a minimum with the best iPhone XR cases.