Netflix Retains Top E-Retailer Title

We've been measuring satisfaction with the top e-retailers for four years now (as defined by Internet Retailer's top 500 Guide). We did the top 40 for two years, and due to popular demand, we increased that to the Top 100 last year.

So, just in case we weren't busy enough hosting our annual user conference this week, we thought it would be fun to also release the Top 100 today (actually, it was timed to be in conjunction with the release of Internet Retailer's Top 500).

Satisfaction with e-retail overall is up 1.4% to 75 (we used the ACSI methodology and its 100-point scale to do the research, as always). 45 of the 100 sites have higher scores this year (many with huge year-over-year increases) and 17 had lower scores.

Other interesting findings:

• Netflix (86), QVC.com (84), and Amazon (83) hold the top three spots for the fourth year in a row. Netflix has been #1 for four years in a row, and QVC and Amazon have traded back and forth between the #2 and #3 spots. But the consistency of these top sites is amazing-they are setting the standards and expectations for sites across industries.

• Online satisfaction (as measured by ACSI) drives loyalty and sales: highly satisfied online shoppers are 69% more likely to purchase from the retailer next time they're in the market for similar merchandise, 75% more likely to purchase online, 42% more likely purchase offline, and 75% more likely to recommend the retailer. How's that for proof to management that customer satisfaction is a key indicator of online success?

Download the report (for free!) to see who comes out on top in individual head-to-head matchups: Apple vs. HP vs. Gateway; Best Buy vs. Circuit City; Home Depot vs, Lowe's; Nordstrom vs. Neiman Marcus vs. Saks; LLBean vs. Coldwater Creek vs. JCrew; Drugstore.com vs. CVS vs. Walgreens; Netflix vs. Blockbuster; etc. There are 100 of them rated, after all. Almost all of the major e-retailer categories are represented. So check it out if your company is on the list or if you want to benchmark against these top-selling e-retailers. You can also read about it in Computerworld, ClickZ, and Network World, among other places. We have free reports available on the Top 100 overall, along with special reports on apparel/accessories e-retailers and computers/electronics e-retailers.

Comments

[KVM Switches]

As my point of view,Netflix tried to retain only the best and brightest people.

[Parenting Blogs]

It will be interesting to look back at this data in say 10-20 years to see who is in the top spots. I don't have any doubt that Amazon will still be in the top 3 but once you can stream movies on the TV, I don't think Netflix will survive.

[Kim john]

Hi people,
Its great to here form you all, I have tried this Netflix. And I am active member of it. I never had any complains. The service provided is awesome here.

[Netflix]

Hi people,
I have also been using this Netflix. And its very easy to order and post order. I really feel comfortable with it.

[Comforters for teens]

ForeSee Results has published its 2009 holiday edition of its E-Retail Satisfaction Index, and find that major online retailers made significant strides in improving customer satisfaction during 2009. The survey covered over 10,000 holiday shoppers at the top 40 online retail sites found that overall satisfaction with online shopping increased 5 percent over 2008, with virtually all the top sites showing year-to-year improvements in their satisfaction levels.

[Diamond plate sheets]

The way to keep customers coming back is to provide them with a comfortable shopping experience, says Netflix Inc. CEO and co-founder Reed Hastings.

[Used go kart]

So is there a way to submit a link to just your chosen communities? Few of my submission go to the larger groups but I can no longer figure out how to submit to my communities only.

[Sweet 16 decorations]

We've just released our report on the impact of free shipping during the holiday shopping season. We see free shipping offers increasing every year. More importantly, people who remember seeing free shipping offers are more satisfied with the website overall, and research shows us that satisfied visitors are more likely to purchase, recommend, and return.

[yiwu]

I think Netflix tried to retain only the best and brightest people.

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