Each year, it seems as if Amazon outdoes itself in terms of holiday sales. As brick-and-mortar stores lose their luster, traffic becomes more annoying, and fuel prices continue to soar, kicking back and handling holiday shopping online just seems entirely more reasonable. And evidently, Amazon has become a role model for every other online e-tailer to follow. A recent survey has cited Amazon
as the best, most preferred place for shopping online, while JC Penney suffered the largest fall in customer satisfaction of any major online retailer.
Up-and-coming flash sites like Gilt.com and RueLaLa.com were also panned, according to ForeSee's Holiday E-Retail Satisfaction Index. "The importance of satisfying them and giving a great consumer experience is going to pay back huge dividends in terms of profitability for these retailers," said Larry Freed, president and chief executive officer of ForeSee, which measures customer satisfaction for companies, including retailers.
Amazon has held the top score for each of the last eight years, which is an insane feat considering how many more places to shop online have surfaced during that tenure. It's certainly not because Amazon has lacked competition. Amazon managed an overall score of 88 out of 100, with LLBean.com sitting in second with 85 points. In fact, even the vaunted Apple
dropped from 83/100 to 80/100, while Dell fell from 80/100 to 77/100.
The research was drawn from 24,000 surveys, and honestly, falls pretty close to what we would've expected. Amazon's customer service is truly world class for a massive organization of its size, and having people on the other side that care goes a long, long way to generating loyalty.