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November 13, 2006

Amazon.com Inc. Leads in Online Satisfaction Survey

posted by MR WAVETHEORY at 11/13/2006 02:55:00 AM
Amazon.com Inc. (Nasdaq AMZN) is not only the leader in e-commerce but also #1 in online customer satisfaction.
According to the second annual NRF Foundation/American Express Customer Service Survey, online retailer Amazon.com is the nation's top company for customer service. Amazon.com is followed by Nordstrom, L.L.Bean, Overstock.com, and Lane Bryant. Retailers rounding out the top ten included Boscov's, Kohl's, REI, Lands' End, and Macy's in the survey conducted by BIGresearch.
Customers are most picky about service when it comes to restaurants.
When it comes to service, customers say they expect the most from restaurants, which had a 4.46 rating out of 5.0. Specialty stores (4.40) and department stores (4.12) were next on the list. Although they expect more from some retailers than others, shoppers’ expectations of service rose in all categories this year compared to last. According to the survey, customers’ service expectations have risen the most with warehouse clubs (a 3.86 rating this year compared to a 3.58 rating in 2005, a 7.95% increase), discount stores (3.40 vs. 3.21, a 5.88% increase) and online (3.92 vs. 3.71, a 5.75% increase).

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