For the second consecutive year, Amazon has set the bar high for e-retail customer satisfaction, finds ForeSee. Results from the 8th annual “E-Retail Satisfaction Index (US Holiday Edition)” indicate that Amazon maintained its leading index score of 88 (on a 100-point scale) from last year, the highest score since the study began in 2005. Overall, 27 of the top 100 e-retailers (as per Internet Retailer) scored at or above 80, ForeSee’s threshold for excellence.
That standard has become less of a differentiator over time, though. That’s because the average score of the top 100 retailers stands at 78 (unchanged from last year), while for the top 40 retailers it’s a point higher, at 79. Read the rest at MarketingCharts.
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