Netflix a Big Loser in Customer Satisfaction

ANN ARBOR, Mich., Feb. 21, 2012 /PRNewswire/ – Netflix suffers one of the largest drops in ACSI history as e-commerce inches up and competition stiffens, according to the American Customer Satisfaction Index’s annual E-Commerce Report, produced in partnership with ForeSee. Customer satisfaction with e-commerce websites is up 1% to 80.1 on the ACSI’s 100-point scale, while Netflix plummets 14% to 74, the lowest score of any e-commerce website in the Index.

“E-commerce continues to shine in satisfaction, seemingly regardless of economic conditions. It is no wonder the sector continues to grow when you consider that satisfied consumers are more likely to increase spending as their means allow,” said Claes Fornell, founder of the ACSI. “Satisfaction with brick and mortar retail is also improving, but we may never see it match the scores held by retail websites.”

A full analysis of the scores released today is available on ForeSee’s website

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