Amazon Reigns Again Among Online Stores
JCPenney, Apple, and Dell all see drops in satisfaction
By Kevin Spak, Newser User
Posted Dec 27, 2012 9:26 AM CST
On "Cyber Monday" Nicholas Lerma gets packages ready for shipping at the Amazon.com 1.2 million square foot fulfillment center Monday, Nov. 26, 2012, in Phoenix.   (AP Photo/Ross D. Franklin)

(Newser) – There's no question who's king of the online retail jungle. Amazon came out on top once again in ForeSee's annual Holiday E-Retail Satisfaction index, which measures how happy customers were with their shopping experience. It's the eight straight year Amazon has come out on top, CNET reports. "At this point, Amazon has been dominant for so long and has such a history of focusing on the customer, it's hard to imagine anyone else coming close," ForeSee CEO Larry Freed said. Amazon scored an 88 out of 100.

LL Bean came in second with an 85, followed by QVC and Vitacost, which each had 84. A few big names, meanwhile, fell from grace: Apple dropped 4 points, to 80, its worst rank in four years. Dell also dropped 4 points, to 77, while JCPenney took the "least improved" crown with a 6-point faceplant to 78. Apple's score represents a stumble given its "usual focus on the customer experience," Freed said, while Dell and JCPenney "seem to be struggling to find their way."

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Showing 3 of 7 comments
M_Polk
Dec 28, 2012 1:10 PM CST
Miracle on 34th Street..... My wife and I are Practicing Pagans She is Wiccan and I am a Druid... We shop at Amazon for the prices.... Neither of us drives The customer is right and is also going to be their source of revenue for years to come.
Freedomfighter1776
Dec 27, 2012 4:42 PM CST
Everyone, even Apple which focuses on customer service, could learn from Amazon. Do you need to talk to customer service? Click 'contact us', and an option comes up to enter your phone number. Click it, your phone immediately starts ringing, and there is a customer service rep on the line. Have a problem with something that you purchased? No problem, they will send a replacement out that night, with a return sticker to send the defective merchandise back. There is also Amazon Prime, which, for $75.00 a year, gives you unlimited 2 days shipping, the use of their library which you can access from your computer or your tablet or phone (If you like watching on a 4 inch screen). Don't like the price you see? They have options to other providers where you can get an item more cheaply. It doesn't get better than this, folks.
LenettW3
Dec 27, 2012 1:16 PM CST
I never go to Amazon. I only go right to the Co. I find on line. Recollection's, Clockwork, Holy Clothing. There I find clothing made in USA & from Victorian to Steampunk. No No to Amazon.