Amazon led all major online retailers this holiday season in customer satisfaction, earning a score of 88 on a 100-point scale, the highest ever attained by a retailer studied since 2005, according to [download page] the ForeSee E-Retail Satisfaction Index. A host of online retailers followed with a score of 83, including QBC, Apple, and JC Penney, which rose 5 points from 2010.
Overall, 15 sites scored at or above 80, generally considered by ForeSee to be the threshold for excellence. Average customer satisfaction with the top 40 online retail websites increased by a point to tie 2009’s peak of 79. (more…)