A survey of digital yuletide shoppers has elicited a list of the best (and the worst) UK retailers in terms of consumer satisfaction has been published by ForeSee.
The consumer experience analytics service revealed its findings in its annual Christmas 2012 Customer Satisfaction Index for the top 40 UK online retail websites.
Overall a slight increase in aggregate satisfaction was recorded this year over last, up to 74 from 73 on a 100 point scale.
This saw Ryanair register the biggest drop and lowest score overall, whilst Debenhams, ASDA Direct and DIY.com registered the largest gains.
Larry Freed, CEO at ForeSee, 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.”
Bottom five online retailers:
Ryanair.com 61
Netflix.com 68
Ticketmaster UK 69
Lastminute.com 70
thomascook.com 71
Top five online retailers:
Amazon.co.uk 86
Amazon.com 84
Johnlewis.com 80
Play.com 79
Apple.com 77