This blog has presented stories before about the particular importance of website customer support during holidays. As Valentine’s Day approaches – another busy time for shipping – it may be useful to recall some data gathered from December of 2012 regarding the vital link between customer satisfaction and high revenue.
The numbers don’t lie: buyers prefer Amazon.com for their online shopping needs and are happy with their experience. According to a study published on December 27, the virtual retailer enjoys not just massive profits but an unmatched degree of customer service. The survey, conducted by analysts at Foresee, ranked different e-stores on a scale of 0 to 100.
Amazon scored an 88, the same as it did last year. It was three points ahead of LLBean.com, who gained four points since the previous year. But Amazon didn’t just lead the pack: the overwhelmingly popular e-commerce mainstay was one of the few returning contenders to not see any change.
Foresee has conducted the survey annually for the past eight years – and Amazon has placed first every time. While other names on the list jockey for positions, the number one spot looks to be a constant with little competition for the future.
Foresee’s president Larry Freed, as quoted in the study, did not seem surprised, stressing that the results represent a serious element of a company’s stability.
“This year, we’re seeing that even some of the largest companies in the country are at risk if they lose sight of customer satisfaction,” he said. “Satisfaction with the customer experience, when measured correctly, is the most important predictor of future success.”
It appears obvious, but the proof is there to see. The strength of a business’s customer assistance capabilities is integral to their viability, if they are expected to achieve success.