Amazon Leads E-Retail Survey

February 3, 2010 By Stephen Silver

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Amazon.com remains the highest-ranking retailer in terms of customer satisfaction, while both overall online retail itself and every major retailer has risen in satisfaction since last year. That's according to the latest E-Retail Satisfaction Index (U.S Holiday edition) from ForeSee Results and FGI Research.

The survey found that overall retail satisfaction index rose 7 percent to 79 out of 100 over last year's number, which was depressed by the economic doldrums of late 2008; the 79 represents an all-time high in the survey's history.

Amazon, with a score of 87, rose 3 percent to remain on top of the survey, followed by Netflix (86), QVC (83) and Apple (82). Amazon and Netflix tied for first in 2008's survey.

Elsewhere in the CE sector, Newegg.com scored an 81, Systemax an 80, Walmart.com a 79, Target a 78, Best Buy, Blockbuster, SonyStyle and Staples all scored 77. SonyStyle, however, posted a 10 percent jump over last year's number. The Computers and Electronics Aggregate was measured at 78, a point less than the overall index, although that number does not include mass retailers such as Amazon and Walmart.

The study was based on a survey of 10,000 visitors to the top 40 e-retail Web sites.