Holiday Retail Customer Experience: Amazon Sets the Standard Again

While ForeSee has analyzed satisfaction with the top online retailers during the holiday season for several years now, this year it has broadened its research study [download page] to cover satisfaction at the retail company level, also looking at a variety of sales channels beyond web and mobile. Despite all those changes, a familiar name emerges at the top of the list: Amazon. Based on the 67,600 surveys collected during the holiday period for the top 100 retailers, Amazon and L.L.Bean were the standard-bearers, each with a score of 90 on a 100-point scale. (more…)