$AMZN Strikes Gold in their Biggest Holiday Season Ever

“Customer experience analytics company ForeSee released its eighth annual holiday online satisfaction report this morning, which rates the top e-retailer websites in 2012. This year’s newly expanded list puts Amazon.com again at the top, while Apple, Dell, and JCPenney.com all slid down in customer rankings.

Previously, ForeSee measured data on the top 40 retailers, but this year, the firm expanded its list to the top 100. As before, the retailer rankings are generated by customer surveys. To compile this year’s list, 24,000 customer surveys were collected between Thanksgiving and Christmas, ForeSee says.

Amazon again scored 88 on a 100-point scale – the same record-breaking number it saw last year. In fact, the online retailer has now had the highest scores in ForeSee’s index for eight years in a row. ForeSee says this is partially due to Amazon’s appeal and the variety of merchandise it offers – but that’s almost too simple an explanation. It’s not just the quality, variety or size of Amazon’s inventory at play here, its the end-to-end shopping experience that Amazon provides on web, mobile, tablet – and even offline. Customers can scans the barcodes of in-store merchandise, then search for a better deal on Amazon, where often they’ll find one. With Amazon’s one-click checkout, fast shipping, no-hassle returns, value-added Prime membership accounts, and more, it’s not surprising to find that Amazon remains the high bar that others aspire to reach.

“At this point, Amazon has been dominant for so long and has such a history of focusing on the customer, its hard to imagine anyone else coming close,” noted Larry Freed, ForeSee president and CEO in a statement. “Companies should emulate Amazon’s focus on the customer, which is clearly linked to superior revenues over the years.”

In response the survey’s finding, Amazon today also issued an announcement, saying that holiday 2012 was its biggest holiday season ever with over 26.5 million items ordered worldwide on its peak day, which is also a record-breaking 306 items per second. Also on its peak day, Amazon’s worldwide fulfillment network shipped over 15.6 million units across all product categories….”

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