
Customer experience analytics firm ForeSee today released the results of their annual Holiday E-Retail Satisfaction Index, showing that after seven years spent jockeying for first place in the Index, Amazon and Netflix are headed in divergent directions. Amazon climbed two points to score 88 on the study’s 100-point scale, registering the highest score from any retailer in 14 consecutive studies. Meanwhile, Netflix’s well-publicized blunders caused its customer satisfaction to plummet by seven points and 8% to 79. After years of being separated by a point or two, Amazon and Netflix, which are increasingly in direct competition as Amazon expands...







