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.

 
Forgot your password?
Username :
Password :

Shout box

You're not permitted to post shouts.
Matthew Wilsonhttps://www.youtube.com/watch?v=3eD7zacG39I "Are eSports real sports and does it even matter?" is a solid video by TB on some of the controversy after heroes of the storm was on espn 204/28/2015 - 10:54am
james_fudgeTurns out laser cats are real in 2105.04/28/2015 - 10:08am
james_fudgeSorry I was time traveling this morning.04/28/2015 - 10:07am
E. Zachary KnightPHX, thanks. I fixed it.04/28/2015 - 9:14am
PHX CorpThere is a typo in the Gamestop raising 500K article, it should be 2015 not 210504/28/2015 - 8:36am
MattsworknameThis is the world now Colin, either get with the times, or get left behind. Your choice.04/28/2015 - 8:14am
Mattsworknamehttp://www.forbes.com/sites/insertcoin/2013/08/24/league-of-legends-finals-sells-out-las-staples-center-in-an-hour/04/28/2015 - 8:14am
Mattsworknamehttp://www.polygon.com/2014/7/29/5949773/dota-2-the-international-tournament-20-million-viewers04/28/2015 - 8:13am
Mattsworknamehe's not needed, not in the modern world, not in a world where more people attend the LOL finals for 5 million, then attend your average sports event.04/28/2015 - 8:12am
MattsworknameFunny that Colin Cowherd is so out of the times, he had to try multiple times to get the names of the games right. People like him are anachronisms.04/28/2015 - 8:10am
PHX Corphttp://kotaku.com/halo-mcc-esports-event-canceled-because-the-game-would-1700543158 Halo: MCC eSports Event Canceled Because The Game Wouldn't Work04/27/2015 - 10:15pm
Matthew Wilson@AE I know I was just stating where I stand on issues like that in general04/27/2015 - 8:12pm
Andrew EisenWho, Colin Cowherd? No one's suggesting he should be forced out. Or that he should commentate on video games.04/27/2015 - 8:10pm
Matthew Wilson@AE I do not think he should be forced ou though. he has his right to his opinion and shouldnt be forced out because people disagree with it.04/27/2015 - 8:07pm
ZippyDSMleeJim suggjested a pay what you want setup like humble bundel.04/27/2015 - 7:49pm
MontePerhaps they should just add a donation system for creators like the monthly pateron model. Only those who regularly make quality content can get compensated while those who would abuse the system are ignored04/27/2015 - 7:46pm
MontePaid mods is not a bad idea; i mean its only fair that makers be compensated and even better if they can do it full time. UNfortunatly there is too much that can go wrong and room for abuse04/27/2015 - 7:44pm
Andrew EisenYeah, working on that story now. Or rather, I'm working on finding time to write up that story.04/27/2015 - 7:40pm
Matthew Wilsonhttps://www.youtube.com/watch?v=Dll8eMJnTEE this crap is why sports fans and gamers dont get along. for love of god did I get sent back to 1995.04/27/2015 - 7:37pm
Matthew WilsonI do not think it will be the last time we see this. btw I am ok with paid mods.04/27/2015 - 7:10pm
 

Be Heard - Contact Your Politician