The Top 100 E-Retailers of 2011

5/10/2011

Foresee Results released its annual assessment of the top 100 online retailers, showing that customer satisfaction with e-retail remains at an all-time high score of 78 on the study's 100-point scale.

Nearly one-third of the rated e-retailers score 80 or higher (which is the threshold to be considered a top performer in the Index) — up significantly from 2007 when only four Web sites were considered top performers. Moreover, not a single e-retailer scores below 70. Just two years ago, 15 percent of the top 100 retailers scored 69 or lower.

The report includes individual satisfaction scores with the 100 top e-retailers for the past seven years, allowing for comparisons over time and between companies. After six years of leading the Index, Netflix drops two points to 85 and Amazon narrowly takes the lead, remaining unchanged at 86. The biggest gainers between 2010 and 2011 are Newegg, Shutterfly, Staples, Peapod, Lowes, Macys.com, and Hayneedle, up three points each.

The report also quantifies the cause-and-effect relationship between customer satisfaction and the future success of a retailer. When compared to dissatisfied visitors, highly-satisfied visitors to retail Web sites say they are 68 percent more likely to purchase online, 46 percent more likely to purchase offline, and 61 percent more likely to purchase from that retailer next time they're in the market for a similar product (based on likelihood scores). Highly satisfied customers are also more likely to recommend the retailer.

"Time and again our research shows that customer satisfaction drives loyalty, positive word of mouth, and future purchase intent," says Larry Freed, president and chief executive officer, ForeSee Results. Freed. "Even as this economy slowly recovers, competition for the consumer dollar has never been tighter, so companies cannot afford to be complacent with their single most important consumer interface: the Web site."

A table of this year's satisfaction and purchase intent scores is below and can be downloaded at www.ForeSeeResults.com.

2011 Rank (according to sales volume)	Web site	Satisfaction	Purchase Intent (any channel)
1	Amazon.com	86	93
2	Staples.com	80	87
3	Store.Apple.com	80	85
4	Dell.com	79	82
5	OfficeDepot.com	77	82
6	Walmart.com	79	89
7	Sears.com	74	84
8	OfficeMax.com	78	84
9	BestBuy.com	80	85
10	CDW.com	77	80
11	Newegg.com	83	86
12	QVC.com	84	89
13	Netflix.com	85	85
14	SonyStyle.com	75	78
15	Costco.com	80	90
16	Macys.com	78	86
17	JCP.com	80	89
18	Grainger.com	77	81
19	HPShopping.com	79	80
20	VictoriasSecret.com	79	84
21	Target.com	78	88
22	TigerDirect.com	81	85
23	Gap.com	76	81
24	Williams-Sonoma.com	80	83
25	Overstock.com	78	80
26	LLBean.com	81	86
27	HSN.com	82	85
28	Nordstrom.com	77	83
29	AmwayGlobal.com	78	81
30	HomeDepot.com	76	85
31	Avon.com	84	88
32	Kohls.com	80	90
33	Buy.com	77	79
34	SportsmansGuide.com	79	82
35	Shop.SymantecStore.com	75	81
36	Vistaprint.com	81	84
37	ToysRUs.com	77	83
38	NeimanMarcus.com	75	77
39	Cabelas.com	81	85
40	BN.com	80	87
41	Blockbuster.com	78	78
42	MusiciansFriend.com	81	83
43	SaksFifthAvenue.com	76	74
44	PCConnection.com	77	81
45	1800Flowers.com	77	76
46	drugstore.com	79	83
47	Peapod.com	79	81
48	UrbanOutfitters.com	72	77
50	JCrew.com	74	81
51	AE.com	78	83
52	CSNStores.com	77	78
53	PCMall.com	75	76
54	Scholastic.com	81	88
55	crateandbarrel.com	78	81
56	FootLocker.com	75	78
57	Abercrombie.com	75	81
58	efollett.com	70	77
59	BlueNile.com	75	72
60	Nutrisystem.com	74	70
61	OrientalTrading.com	80	84
63	Shutterfly.com	82	85
64	Diapers.com	78	79
65	RalphLauren.com	79	82
66	FTD.com	75	74
67	Walgreens.com	79	87
68	REI.com	79	83
69	DisneyStore.com	79	85
70	FreshDirect.com	75	80
71	Spiegel.com	71	72
72	Hayneedle.com	76	78
73	Nike.com	77	83
74	Blair.com	77	82
75	USAutoParts.net	74	77
77	WeightWatchers.com	81	75
78	RueLaLa.com	70	71
79	Ancestry.com	76	77
80	CVS.com	78	85
81	ColdwaterCreek.com	80	84
82	NorthernTool.com	79	83
83	BassPro.com	82	86
85	ShoeBuy.com	77	77
86	SierraTradingPost.com	78	83
88	Vitacost.com	81	88
89	ShopNBC.com	74	75
90	Lowes.com	78	87
91	EddieBauer.com	77	84
92	Fingerhut.com	74	75
93	AAFES.com	77	86
94	SwissColony.com	81	84
95	FootballFanatics.com	77	80
97	Keurig.com	81	85
98	1800Contacts.com	79	81
99	Safeway.com	73	79
100	HarryandDavid.com	78	80

Note: Score differences of approximately +/- 3 points are statistically significant at the 90% level of confidence.

*The annual Top 100 E-Retail Satisfaction Index from ForeSee Results uses the patented methodology of the American Customer Satisfaction Index (ACSI), which was developed at the University of Michigan and is a proven predictor of consumer spending. Today's report is based on surveys of more than 22,000 visitors to the top 100 e-retail Web sites (by sales volume, as reported in the 2011 Internet Retailer Top 500 Guide).

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