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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MaskedPixelantehttp://uplay.ubi.com/#!/en-US/events/uplay-15-days You can win FREE GAMES FOR A YEAR! Unfortunately, they're Ubisoft games.12/18/2014 - 6:29pm
Papa MidnightAh, so it was downtime. I've been seeing post appear in my RSS feed, but I was unable to access GamePolitics today across several ISPs.12/18/2014 - 6:06pm
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PHX Corphttp://www.craveonline.com/gaming/articles/801575-sony-refuses-offer-refund-playstation-game-fraudulently-purchased-hacker Sony Refuses to Offer Refund for PlayStation Game Fraudulently Purchased by Hacker12/18/2014 - 1:43pm
NeenekoMakes sense to me, and sounds kinda cool. One cool thing about Minecraft is the meta game, you can implement other game types within its mechanics. There are servers out there with plots, an episodic single player one sound kinda cool12/18/2014 - 11:07am
MaskedPixelantehttps://mojang.com/announcing-minecraft-story-mode/ Umm... what?12/18/2014 - 10:24am
NeenekoThat would make sense. Theaters probably can not afford the liability worry or a drop in ticket sales from worried people. Sony on the other hand can take a massive writeoff, and might even be able to bypass distribution contracts for greater profit.12/18/2014 - 10:03am
ConsterNeeneko: I thought they cancelled it because the major cinema franchises were too scared of terrorist attacks to show the film?12/18/2014 - 9:55am
Neeneko@Wonderkarp - there is still a lot of debate regarding if the movie was a motive or not. Unnamed officials say yes, the timeline says no.12/18/2014 - 9:10am
NeenekoSomething does not smell right though, Sony is no stranger to being hacked, so why cancel this film? For that matter, they are still not giving in to hacker's original demands as far as I know.12/18/2014 - 9:06am
PHX Corp@prh99 Not to mention the Dangerous Precedent that sony's hacking scandal just set http://mashable.com/2014/12/17/sony-hackers-precedent/12/18/2014 - 8:25am
Matthew WilsonI hope its released to netflix or amazon12/18/2014 - 12:11am
prh99Basically they've given every tin pot dictator and repressive regime a blue print how to conduct censorship abroad. The hecklers veto wins again. At least when it comes to Sony and the four major theater chains.12/17/2014 - 11:55pm
MaskedPixelante"It's not OUR fault that our game doesn't work, it's YOUR fault for having so many friends."12/17/2014 - 9:48pm
Matthew Wilsonapparently tetris did not work because he has a full friends list12/17/2014 - 9:21pm
WonderkarpSo Sony cancelled the release of the Interview. was it ever confirmed that the Sony hacking was done because of that specific movie?12/17/2014 - 8:54pm
MaskedPixelanteWow, Ubisoft went four for four, I didn't think it was actually possible.12/17/2014 - 8:37pm
MechaTama31Oh, ok, I was mixing up "on Greenlight" and "Greenlit".12/17/2014 - 8:23pm
Matthew Wilson@phx you beat me to it. how do you screw up tetris?! my ubisoft this is just stupid. no one should ever preorder a ubisoft game again! ps people should never preorder any game regardles of dev.12/17/2014 - 6:28pm
PHX Corphttp://www.ign.com/videos/2014/12/17/what-the-heck-is-wrong-with-tetris-ps4 I give up on ubisoft12/17/2014 - 6:01pm
 

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