Consumer Satisfaction Declines for Netflix, Rises for Amazon

December 28, 2011 -

Online retailer Amazon has risen slightly among the top companies for customer satisfaction while Netflix takes a significant nose dive, according to an annual holiday online retail satisfaction report released today from analytics firm ForeSee.

ForeSee’s latest report scores the top 40 online retailers in 14 different areas, such as content, website functionality, merchandise and pricing. The report also contains top retailers’ scores for the last six years. This year Amazon scored an 88 of 100 due to decent customer support, fast shipping through its Amazon Prime membership program and no taxes on items sold directly by Amazon.

Netflix, on the other hand, saw its customer satisfaction numbers decline by 8 percent to 79 out of 100. While the ForeSee report notes areas where customers are unsatisfied, pricing is the key issue. In July the company raised its subscription price by 60 percent. This made a lot of subscribers unhappy. Then in September the company announced an ill-conceived scheme to separate its disc business from its streaming business. Customers went insane and gave the company a very public thrashing. Naturally it caused Netflix to abandon that plan. But the net result for the third quarter was a loss of 600,000 subscribers.

The declining customer satisfaction numbers are all about pricing and the company's difficulty in keeping streaming content as fresh as consumers would like it to be. Analysts and even Netflix executives see a challenging year ahead for the company..

Source: VentureBeat


Comments

Re: Consumer Satisfaction Declines for Netflix, Rises for Amazon

"...and no taxes on items sold directly by Amazon."

:(

*lives in Washington, pays nearly 10% sales tax*

Re: Consumer Satisfaction Declines for Netflix, Rises for Amazon

That's kind of how sales tax works in the US -- as per Quill Corp. v. North Dakota and National Bellas Hess v. Illinois Dept. of Revenue, states can only force businesses to collect sales tax if the business has a physical presence within the borders of the state. It should be noted, however, that the former ruling explicitly states that Congress is "free to decide whether, when, and to what extent the States may burden interstate mail-order concerns with a duty to collect use taxes" -- hence the existence of SB1452.

 
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Zenhttp://www.gonintendo.com/s/235574-treyarch-isn-t-working-call-of-duty-advanced-warfare-for-wii-u-either08/20/2014 - 4:36pm
ZenLet me send the link for the Tweet as well...they state Treyarch is not working on it. Grabbing it now.08/20/2014 - 4:34pm
Andrew EisenWhere does it say that "NO dev is working on it"?08/20/2014 - 4:33pm
ZenHere's the link for my last comment: http://www.ign.com/articles/2014/08/20/call-of-duty-advanced-warfare-not-coming-to-wii-u08/20/2014 - 4:24pm
ZenWell, Call of Duty is skipping Wii U completely it seems...they updated that NO dev is working on it. Great way to just skip a market.08/20/2014 - 4:24pm
Andrew EisenYeah, Dave and Busters back in 2011 was the last time for me.08/20/2014 - 4:16pm
ZenWell, I tried lol. We just got a Dave and Busters on the beach but haven't been there yet...may go this weekend.08/20/2014 - 3:52pm
Andrew EisenIt's called The Bar-Arcade? Missed opportunity. I would have gone with Barcade.08/20/2014 - 3:25pm
SleakerThe Bar-Arcade however did have a lot of good pinball machines, they were however always taken as the place was packed..08/20/2014 - 1:17pm
Sleakerso I've been to an Arcade-Bar, not that great of a place has some okay machines, but generally over-packed. And then all the kid-friendly ones have is ticket-games nothing actually good unfortunately :(08/20/2014 - 1:14pm
Andrew EisenIf it has an area dedicated to arcade machines, I'd say it counts. Arcade machine in your house though, nope.08/20/2014 - 12:16pm
ZenDoes it count if you have actual arcade machines in your house?08/20/2014 - 12:01pm
E. Zachary KnightWith the current poll, I guess it all depends on how one defines "arcade". If Chuck E Cheese or similar multipurpose businesses count, then that is a yes for me.08/20/2014 - 11:59am
ZenLet the ax fall Sleaker...lessons MUST be learned...08/20/2014 - 11:44am
Andrew EisenNote to Shout boxers: if it's not a current GP story or something currently being discussed in the Shout box, please provide a link to what you're referring to or at least some context so we know what you're talking about and can discuss it with you.08/20/2014 - 11:44am
Sleaker*prepares fluffy kitten for execution as no link has been forthcoming*08/20/2014 - 11:14am
ZenMasked, guessing you are talking about the Wii game which was later ported to 360/PS3. I never played it..but I did grab the sweet gold Classic Controller from it to finish my Gold Wii controller set lol.08/20/2014 - 11:06am
Andrew EisenOnce again, MaskedPixelante, I have no idea what the hell you're talking about. Are you talking about the Wii remake in 2010? The PS3/360 enhanced port of the remake in 2011? Something new? Please, for the love of fluffy kittens, provide a damn link.08/20/2014 - 9:57am
MaskedPixelanteSo, if I finish this game Activision claims is the GoldenEye remake, but looks suspiciously like a rejected CoD game, do I get the REAL GoldenEye remake?08/20/2014 - 8:37am
Papa MidnightWii U Games finding Solidarity with PC Gamers :(08/19/2014 - 6:09pm
 

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