On Thursday, the team at ForeSee – a customer experience analytics company – published its eighth annual holiday online satisfaction report. If you’re not familiar with the report, it explores the top e-retailer websites of the bygone year.
For 2012, Amazon.com took top honors as the likes of Apple, Dell, and JCPenney.com tumbled down the list.
The 2012 Index was based on more than 25,000 customer surveys collected during the prime holiday shopping season, which spans Thanksgiving through Christmas. This year’s list was significant, however, because it expanded the number of retailers probed from 40 to 100.
Fortunately for Amazon, which ranked highest on the consumer satisfaction survey, highly satisfied shoppers say they are “67% more likely to consider the company next time they are purchasing a similar product.”
“At this point, Amazon has been dominant for so long and has such a history of focusing on the customer, its hard to imagine anyone else coming close,” says Larry Freed, ForeSee president and CEO. “Companies should emulate Amazon’s focus on the customer, which is clearly linked to superior revenues over the years.”