Friday, 30 November 2012

Amazon outscores bricks & mortar retailers in customer satisfaction

"A just-released Harris Interactive Poll of online retailers reveals that online-only Amazon outperforms all the brick-and-click retail competitors and on all measures. The study found that a majority of online US adults are satisfied with the overall online shopping experience; all retailers tested receive a rating of a 5 through a 7 on a 7-point scale. Also, all tested brands show positive recommendation likelihood scores.
The study examined 14 key retailers across numerous measures, including selection, ease of shopping, perceived value and likelihood to recommend, along with overall satisfaction.
This is more good news for Amazon which, according to comScore, was the most-visited online retail site on Black Friday, ahead of the brick-and-mortar-plus-online retailers Walmart, Best Buy, Target, and Apple. Overall, 57.3 million Americans visited online retail sites on Black Friday, up 18% from 2011.
Harris respondents give Costco Wholesale high marks among mass merchandisers for offering a good value, while Zappos and L.L. Bean share the top spot for selection of products in clothing and apparel. Online shoppers rate Kohl's website highest for ease of shopping within the department category."

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