Sears (NASDAQ: SHLD), Overstock (NASDAQ: OSTK), and Abercrombie & Fitch (NYSE: ANF) are not particularly well-regarded as brands or particularly well-liked by Wall St. Perhaps coincidentally, each shows up near the bottom of the e-retailer satisfaction list published by research firm Foresee. All are in the bottom 15% of the 100 companies rated.
The FORESEE E-RETAIL SATISFACTION INDEX (SPRING TOP 100 EDITION 2012) is the result of approximately 21,000 responses from visitors to the top 100 retail sites. The data posts year-over-year comparisons of both industry average satisfaction and satisfaction with individual retailers.
The bottom ten sites in the survey, based on a total best score of 100 were:
Nutrisystem.com (NASDAQ: NTRI) 74
Safeway.com (NYSE: SWY) 74
Ancestry.com (NASDAQ: ACOM) 69
The presence of Gilt at the bottom is somewhat of a surprise given that it caters to high end customers.
At the top of the list, are several companies which would be expected. The first among them is the world’s largest e-commerce company–Amazon (NASDAQ: AMZN). Fortunately for Barnes & Noble (NYSE: BKS) which is in a battle with Amazon in the e-reader business, its site scored well. The company recently took an investment from Microsoft (NASDAQ: MSFT) to expand its Nook e-reader division. Apple (NASDAQ: AAPL), which is generally well-regarded for customer service across its online and bricks and mortar retail operations, also did well. The one surprise on the list is Avon (NYSE: AVP), which has struggled with its image.
Douglas A. McIntyre