The results of a new study reveal that we’re all pretty happy when shopping at Amazon, Costco, Publix and Nordstrom — but that Walmart and Netflix have some serious work to do when it comes to pleasing customers.
This month’s American Customer Satisfaction Index (via Time.com) shows that shopping at retailers in 2011 was a bit more of satisfactory experience than the previous year, but that among those retailers, there were hits and misses.
Data from thousands of customers was analyzed in order to produce scores of 0 to 100 for each retailer. Netflix’s big Qwikster debacle hurt its score by a lot this year, dropping down to 74 from its 2010 rating of 86.
Amazon topped e-tailers with an 86 for 2011, followed by strong scores for Newegg, Overstock and eBay.
Costco won the Specialty Retail Stores category, which jibes with Consumer Reports‘ earlier survey regarding shopping experiences at major retailers, while Nordstrom snagged the top prize for department stores and Publix is the most beloved of all supermarkets.
Also in line with CR’s survey, Walmart received the lowest scores of all department/discount stores and supermarkets, and were lower than the previous year’s grade as well.
Time to start groveling, Netflix and Walmart.
Tepid Rise in Customer Satisfaction Mimics Slow Pace of Economic Recovery [American Customer Satisfaction Index]