Holiday 2008 Top 40
Online Retail Satisfaction Index
The Top 40 Online Retail Satisfaction Index assessed customer satisfaction with leading online retailers during the holiday shopping season, the most critical time of the year. 2008 was the fourth year in a row that ForeSee Results conducted this research, allowing for valuable insights on year-over-year performance by individual retailers.
Complete the form below to download the following free report(s):
Mobile Apps Report:
Our follow up report on the usage of cell phones during the holiday shopping season indicates that while a small percentage of shoppers use a cell phone while browsing in a store, it could be the next big thing.
Free Shipping Report:
- Free shipping is becoming more and more common, and it can be an effective acquisition tool.
- Customers who remember seeing a free delivery offer are more satisfied with the website, which makes them more committed to the brand, more likely to return, and more likely to purchase.
- lmost one-fifth of all shoppers said that when they choose to buy something from a retailer’s store instead of website, avoiding shipping costs is the main reason they choose to go to the store.
Overview Commentary: This report ranks the Top 40 retailers in terms of how well they satisfy customers online and contains high-level insights into drivers of customer satisfaction during the critical holiday shopping season. Highlights include:
- Amazon and Netflix top the list and are the only two online retailers to score above 70.
- Only 10 websites improved satisfaction year-over-year, while more than 40% saw satisfaction decline.
- More than a quarter of all websites scored 70 or lower, well below industry standards
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ForeSee Results also conducts similar research for the Top 30 online retailers in the UK. That report is available for free download here.
If you are interested in learning about customer satisfaction leaders in the UK, please click here.