Customer satisfaction with the e-commerce operations at Neiman Marcus and Sears (NASDAQ:SHLD) was particularly bad this shopping season based on research covering the 40 largest US retailers based on internet revenue. The poll results come from a survey of 10,000 respondents who visited the websites in November and December, according to research firm ForeSee.
The e-commerce satisfaction index ForeSee created has a maximum score of 100.
The results are especially troubling for Neiman Marcus which has posted 18 months of declining retail sales. It had a score in the ForeSee research of 73. Sears, which has struggled with a turnaround since buying K-Mart, had a relatively low score of 75.
Gas (NYSE:GPS), Overstock (NASDAQ:OSTK), Target (NYSE:TGT), Best Buy (NYSE:BBY), and SonyStyle (NYSE:SNE) posted numbers below the survey’s median number.
It would not surprise anyone that Amazon (NASDAQ:AMZN) finished first in the poll with at satisfaction rating of 87, or that Apple (NASDAQ:AAPL) and NetFlix (NASDAQ:NFLX) did well. The firm’s with the best reputations for taking care of customers seem to be keeping those reputations. The weak retailers, in the meantime, are not doing themselves any favors by fumbling their online operations.
Douglas A. McIntyre