Xmas Customer Satisfaction Survey Ranks Best & Worst Online Retailers

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20th December 2012 15:26 - Retail


A survey consumer experience analytics service ForeSee has measured who Britons think are the best and worst retailers this festive season.

The annual Christmas 2012 Customer Satisfaction Index scored the Top 40 online retail websites on a 100 point scale. Ryanair saw the biggest drop in public approval and the lowest score overall, while ASDA Direct, Debenhams and DIY.com registered the largest jump in performance ratings.

Britons ranked the worst five online retailers as Ryanair.com (61), Netflix.com (68), Ticketmaster UK (69), Lastminute.com (70) and Thomascook.com (71).

In contrast, the best performing online retailers this Christmas are Amazon.co.uk (86), Amazon.com (84), Johnlewis.com (80), Play.com (79) and Apple.com (77).

CEO at ForeSee, Larry Freed, commented: “Overall customer satisfaction has increased every year we’ve reported on the top 40 UK retailers at Christmas time, but the last four years have seen increases of just one point per year on aggregate. It’s just not good enough. Any retailer registering an average or lower score is risking loyalty, recommendations, sales, and market share.

By this measure, 29 of these leading UK retailers are underperforming. Whilst falling below average is definitely dangerous, it is hard to imagine that a consistently average performance is safe either, especially in an extremely competitive economy.”

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