We've just completed and released our analysis of satisfaction with the Top 40 e-retailers in the UK, and it's great news: satisfaction increases across the board. Since satisfaction calculated using the scientific methodology used in this study predicts sales, loyalty, and even stock prices, this is great news for many top UK e-retailers. Get the full report and full list of 40 measured companies on our website or read about it in V3.
- Aggregate satisfaction with top UK e-retailers is 71 on the study’s 100-point scale, up 4 points and an incredible 6% from last year’s aggregate score of 67). This increase is made all the more notable by the fact that it occurred during a global recession.
- Amazon continues to lead the Index with a score of 83, the only e-retailer in the UK to score above 80. Play.com (79) and QVC.com (78) rounded out the top three performers in the UK.
- Websites for Debenhams, M&M Direct, John Lewis, and WH Smith have seen the greatest increases in satisfaction since last year; all four registering year-on-year increases of 13% or more.
- 15 of the 40 measured UK e-retailers registered scores of 69 or lower, generally considered to be bottom performers who are risking erosion of market share and sales if improvements are not made. Ticketmaster UK and B&Q had the lowest scores in the Index (both at 65). Dixons, Currys, Freemans, and Littlewoods did only slight better but still fall to the back of the pack. (all at 66)
The report goes into my theories for why the increases are happening, but its clear that both the industry and UK shoppers have made leaps and bounds this year, and I expect it will be a very merry Christmas for many on this list.
Two caveats 1) we've seen in both the UK and the US that the best are getting better while most of the rest are getting worse. This theory/prediction is confirmed by our data, Comscore data and other post-mortem analysis of the holiday season.
We're releasing our US Index tomorrow with scores for the top 40 US retailers...keep an eye out.
