Online holiday retail satisfaction dips in '07

ANN ARBOR, Mich. Online retail satisfaction fell slightly for the 2007 holiday season, according to the Holiday 2007 edition of the ForeSee Results Top 40 Online Retail Satisfaction Index. Aggregate satisfaction with the leading online retailers scored 74 on a 100-point scale, losing 1.3% from a year ago, as online holiday sales rose at their slowest pace ever.

Netflix and Amazon topped the list with satisfaction indexes of 86 and 82, respectively. L.L. Bean and QVC each received an index of 80. Costco (up 4.3% to 72), Zappos (up 4% to 78) and Avon (up 3.9% to 79) were the most improved Web sites from last year.

“Online shopping is still the bright spot for holiday retailers, but lower satisfaction coupled with slower than expected spending growth puts a little cloud over the season,” said Larry Freed, president and ceo of ForeSee Results.  “In an economy where consumers are feeling the pinch, there’s increased competition for the customers’ dollar. So, it’s even more important for e-retailers to meet their customers’ needs online.