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December 27, 2012

Amazon tops in customer satisfaction survey

The survey was based on over 24,000 responses collected from visitors to the 100 e-retail websites

By CBR Staff Writer

Online retailer Amazon has topped in customer satisfaction among the retail websites during the holiday shopping season between Thanksgiving and Christmas, according to a survey from ForeSee.

In the survey, Amazon scored 88 out of 100 points while Apple and Dell’s scores dropped to 83 and 80 points respectively.

ForeSee claims that Amazon’s high score is partially because of the appeal and variety of merchandise they offer, a priority area for some other retailers. stood at second place in the list with 85 points while and shared the lowest score of 72. scored 80 points while website and and scored 78, 77 points respectively.

ForeSee president and CEO Larry Freed said: "This year, we’re seeing that even some of the largest companies in the country are at risk if they lose sight of customer satisfaction."

"Satisfaction with the customer experience, when measured correctly, is the most important predictor of future success, and while Amazon clearly gets it, Apple stumbles from their usual focus on the customer experience," Freed said.

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"Dell and JC Penney seem to be struggling to find their way, which could make them extremely vulnerable to competitors."

ForeSee’s 2012 report was based on over 24,000 responses collected from visitors to the 100 e-retail websites.

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