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Amazon tops UK e-tail satisfaction survey

W1siziisijiwmtuvmdmvmjuvmdevmduvntcvnjivzmlszsjdlfsiccisinrodw1iiiwinjawedqwmfx1mdazzsjdxq and have been voted in the top two e-retailers for customer satisfaction in the UK.

Market research group Foresee Results’ Christmas Customer Satisfaction Index found that pure-play internet retailers were favoured by UK consumers, with making up the top three.

This trio all scored over 80 points in the survey, which is generally considered to be the threshold for excellence by those compiling the survey.

The websites of John Lewis, Marks & Spencer, Argos, Asda and HMV were the next most highly rated by users, while Next, River Island, Littlewoods and Currys were among some of the most improved retailers.

Earlier this year, Webcredible’s 2010 Ecommerce Usability for High Street Retailers ranked John Lewis, Early Learning Centre, M&S, WHSmith and Boots as the top five UK retail websites in terms of usability.

Foresee’s index, which is published annually, measured four high level factors that affect overall customer satisfaction: functionality, price, merchandise and content.

More than 10,000 survey responses were gathered from shoppers who had visited the top 40 UK e-tail websites in November and December.

The researchers said the findings were significant because online shoppers who are highly satisfied are 57 per cent more committed to the brand overall and 69 per cent more likely to recommend the retailer.

Larry Freed, President and CEO at Foresee Results, commented: “To the general public a small point increase may seem insignificant, however for the Top 100 American retailers a one-point change in website satisfaction was found to predict a 14 per cent change in the log of revenues generated on the web.

“We’ve found similar relationships between customer satisfaction and revenue in previous years so for M&S to see a five-point year-on-year increase is good news for them and could predict a huge increase in online revenue.”

Published on Wednesday 22 December by Editorial Assistant

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