For the Ninth Consecutive Year, Customers Rank Amazon #1 in Customer Satisfaction
For the ninth consecutive year, customers ranked Amazon #1 in customer satisfaction during the holiday shopping season according to the newly-released ForeSee Experience Index: US Retail Edition. For their study, customer experience analytics firm ForeSee collected more than 67,600 surveys between November 29, 2013, and December 17, 2013, asking consumers to rate their satisfaction with the top 100 retailers. ForeSee ranked Amazon highest in overall customer satisfaction in the survey with a score of 90—the highest ever recorded by the firm. In addition, ForeSee found that customers ranked Amazon highest in satisfaction with the online experience and also put Amazon significantly out front when it came to the mobile shopping experience. More information about the survey can be found at http://ForeSee.com.
Some excerpts form the ForeSee Experience Index:
- "Amazon is good at everything they do from the customer experience standpoint—everything from the elements that drive satisfaction to the future behaviors that are a result of the customer experience." (page 48)
- "Amazon is a perfect example and is truly setting a new bar for an excellent customer experience. To achieve such high customer satisfaction scores and sustain them over time is a remarkable feat that remains unmatched by any other e-retailer." (page 36)
- "With Amazon setting a new record high for the company in the Index, other retail websites have work to do. Amazon is not resting on its laurels and waiting for competitors to catch up." (page 18)
- "…consumers' expectations are constantly rising, and Amazon has shown it can keep pace." (page 43)