Netflix, Gap Among Worst in Customer Satisfaction: Which Company Are You Dissatisfied With?
SodaHead Living
2011/12/29 04:59:54
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Too many companies these days forget the golden rule of business: the customer is always right. In fact, a recent survey suggests that some of the largest online retailers are actually the worst offenders.
A report from market research firm ForSee found that customers are particularly unhappy this year with Netflix, Gap and Overstock.com. That Netflix took the biggest dive in customer happiness is no surprise: the DVD-by-mail and video streaming service battled waves of flak earlier in the year when it briefly tried to raise prices and split itself into separate entities. The company saw half its value wither away in the aftermath.
According to Larry Freed, CEO of ForSee, "Netflix totally misread its customer base and is paying the price, damaging its brand among both consumers and investors." And it's not just about bragging rights: more satisfied customers mean more sales, returning sales and word-of-mouth recommendations.
On the flip side, electronics site TigerDirect saw an uptick in satisfaction, as did mega-store Amazon and J.C. Penney's Web site, JCP.com. Have you had any customer service hassles this season?
A report from market research firm ForSee found that customers are particularly unhappy this year with Netflix, Gap and Overstock.com. That Netflix took the biggest dive in customer happiness is no surprise: the DVD-by-mail and video streaming service battled waves of flak earlier in the year when it briefly tried to raise prices and split itself into separate entities. The company saw half its value wither away in the aftermath.
According to Larry Freed, CEO of ForSee, "Netflix totally misread its customer base and is paying the price, damaging its brand among both consumers and investors." And it's not just about bragging rights: more satisfied customers mean more sales, returning sales and word-of-mouth recommendations.
On the flip side, electronics site TigerDirect saw an uptick in satisfaction, as did mega-store Amazon and J.C. Penney's Web site, JCP.com. Have you had any customer service hassles this season?
Top Opinion
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Apache 2011/12/29 17:37:48
Yes, that's right: They want us to PAY for PAYING.
http://www.sodahead.com/livin...
Honestly, and this is just a reflection of my job, but I have grown to nearly despise Microsoft and Adobe.
Direct Auto Insurance.
Tobacco Companies.
Titlemax and related companies (scams)
H&R; Block
The U.S Government
The union and the government own GM. I'm done with GM.
I've never owned a GM, but my mother, sister, and brother-in-law have all owned them. Over 100k, or even right out of the factory, the problems ranged from small to large. Yes, I will never buy a GM product.
before that I had a 81 Toyota Starlet, I brought it for $100, from a secretary at my University, it had 85,000 miles when I bought it, and 265,000 miles when I finally retired it! It could have gone further, but I did not have a place to park it.
i'll just say comcast for now
and does facebook and youtube count as companies? because all of their updates are annoying