From Computer World: For the second year in a row, Internet-only players Netflix and Amazon have outperformed brick-and-mortar multichannel merchants in the annual Top 40 Online Retail Satisfaction Index, according to a report released yesterday by Ann Arbor, Mich.-based ForeSee Results and Chapel Hill, N.C.-based FGI Research.
“… Three of the top-performing companies are Web-only merchants, which is not at all surprising considering they can devote all resources to the Web and don’t have the challenges of multichannel consistency …”
“… Among product categories, apparel/accessories merchants had the highest satisfaction score — 76 — followed by mass merchants at 75, Freed said.
The study noted that the Internet has not become as price-sensitive a channel as expected, and is not being driven primarily by price competition. More often, site experience or brand is the most influential driver of satisfaction among the top 40 retailers….”