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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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