UK Christmas 2010: Top Online Retailers by Customer Satisfaction

Posted onLeave a commentCategoriesGeneral Discussion, Online Marketing

Earlier this week ForeSee Results has published the results of its newest Christmas survey conducted among over 10,000 of UK consumers who have shopped Britain’s top 10 online retail stores this holiday season.

Here are just a few snapshots of the results that I myself have found to be especially interesting:

Year-on-Year Customer Satisfaction Increase from 2007 to 2010

UK Customer Satisfaction Trends 2007-2010

Most Improved UK e-tailers

  • Marks & Spencer (78) — up 5 points since 2009, and 8 points since 2008
  • Argos (77) — up 4 points since 2009, and 10 points since 2007
  • ASDA (76) — up 3 points since 2009, and 12 points since 2007
  • Next (74) — up 3 points since 2009, and 7 points since 2007
  • River Island (72) — up 3 points since 2009, and 11 points since 2007
  • Littlewoods (71) — up 5 points since 2009, and 7 points since 2007
  • Currys (69) — up 3 points since 2009, and 9 points since 2007

Top 10 Spots
(splitting by scores — mine)

Top UK Online Merchants by Customer Satisfaction

What Will Satisfied Customers Do?

What are satisfied customers more likely to do?

Top Elements for Improving Customer Satisfaction

Top priorities for satisfying online customers

The U.S. report is coming out next week too, and as soon as I see it, I will blog about it. So, check back often.

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