Netflix, Gap Suffer in Online Customer Satisfaction: Survey

on December 28 2011 8:46 AM
Netflix
While Microsoft has not yet released its latest operating system Windows 8, the company has already added a high-profile application for the new OS to its Windows Store: Digital streaming service Netflix released an app on Saturday. Flickr/scanner771

Netflix Inc. and Gap Inc. are the worst when it comes to online customer satisfaction this holiday season, according to a new survey.

But Overstock.com Inc. beats them both at being bad, coming in last among the 40 largest online retailers surveyed by ForSee. Overstock had a rating of 72 out of 100 in customer satisfaction, while Gap's main Web site came in next-to-last with 73 points. Gap had finished five points higher in last year's survey, according to Reuters.

Netflix declined more than any from one year to the next, in part due to lingering effect from the company's price-hike debacle earlier this year that upset and ran off many customers.

Netflix totally misread its customer base and is paying the price, damaging its brand among both consumers and investors, said Larry Freed, chief executive officer of ForSee, according to Reuters.

In this year's poll, Netflix dropped seven points to a 70 out of 100 rating -- after being close to Amazon last year. Amazon, however, climbed two points in this year's survey from ForSee to lead with an 88 out of 100 score.

Among the biggest gainers in this year's survey was TIgerDirect.com. The tech gadget and parts Web site is owned by Systemax, Inc. It jumped six points from last year to a score of 79.

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