According to ForeSee's E-Retail Satisfaction Index, Amazon, QVC, Apple, Keurig and Avon are the five websites earning the most customer satisfaction and loyalty. The customer analytics company polled nearly 21,000 consumers and asked them to evaluate 100 retail ecommerce pages.
Foresee asked respondents to base scores on four main factors - price, merchandise, website functionality and content. Specifically, shoppers were asked to consider the competitiveness and fairness of prices, the appeal of the products the company is selling, the quality of the content on the page and the intuitiveness and convenience of the website.
"In the modern world of Facebook, Twitter, and other social media, it is even more imperative to provide the best experience possible to your customers because any experience has huge potential to be amplified, for better or for worse," ForeSee president and CEO Larry Freed told CNet.
In fact, The 2012 American Express Global Customer Service Barometer found customers who had used social media for customer service were likely to tell an average of 15 people about a positive experience with a brand, up 67 percent from the year before. However, the stakes are also higher when it comes to spreading the word about poor customer service Social media-savvy customers now tell an average of 24 about negative experiences with a brand.