customer satisfaction

Amazon tops another customer satisfaction survey, with John Lewis coming second

Amazon has yet again come out on top in a customer satisfaction survey, proving that is remains the company to beat when it comes to ecommerce.

And as if to underline just how successful Amazon is at creating an excellent customer experience, it actually came joint first and second in the Foresee study thanks to its .com and .co.uk domains.

It’s not all good news for the ecommerce giant however, as Amazon.co.uk actually saw a two-point decline compared to last year, down from 86 to 84.

John Lewis came third in the study with 79, followed by Apple on 78 and M&S on 77. Unsurprisingly Ryanair came bottom of the pile with just 60 points.

Customer satisfaction with m-commerce almost on par with desktop: report

Customer satisfaction with mobile commerce appears to be gradually improving year-on-year, to the extent that the m-commerce experience is almost considered to be on par with desktop.

The findings come from a survey by Foresee, which has been examining satisfaction scores from visitors to 40 of the largest UK mobile retail websites and apps in the UK since 2010.

It found that customer satisfaction with desktop websites in the UK scored 74 on the study’s 100-point scale, compared to 72 for mobile retail experiences.

The difference between the two channels has dropped steadily from five points to just two points in three years.

The findings obviously raise two possibilities – either shoppers are becoming more used to m-commerce so are naturally more satisfied with the experience, or retailers have adapted and improved the user experience.