Retail Intelligence: Amazon.co.uk, The Winner Of Website Satisfaction Survey

21 Dec 2011 | Profitero

Amazon.co.uk surpassed the 2010 winner, Amazon.com, to claim the top position in the latest customer satisfaction index. Analysis of the UK's top 40 online retail sites was carried out during the month of December by ForeSee. The rise in online sales figures, released each month by the Office for National Statistics (ONS), is led by consumers buying electronic goods such as laptop computers. The total value of online sales for the month of September was recorded at £539.4 million, an increase of 27.3 per cent from the September 2010 figures of £416 million.

Many consumers are now preferring to browse retail websites from the comfort of their own homes instead of trudging out in the cold weather to High Street stores. Consumers are becoming more price-savvy as they carry out competitor price monitoring across the online stores. Nearly 10,000 surveys responses were collected from shoppers who had visited the leading online retail websites in the UK during the months of November and December. The index measures four factors affecting overall customer satisfaction: content, functionality, merchandise and price. 

Amazon.co.uk came in at first position this year, replacing Amazon.com in the top spot. Play.com ties for second place with JohnLewis.com. Apple.com entered the top five this year.
Highly satisfied UK shoppers reported being 62 per cent more likely to buy from a retailer online and 64 per cent more likely to recommend that retailer to others, as well as likely to return to the site, and remain loyal to the brand. All retailers in the Index are classified according to product category, which allows individual companies to check their own performance against those of companies selling the same products or services. “Because such a large percentage of annual sales occur during this critical season, e-retailers have a unique opportunity to acquire new customers for years to come, strengthen relationships with existing ones and make a significant difference to their bottom line,” said Larry Freed, ForeSee CEO.

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Pricing intelligence company Profitero works with retailers and manufacturers to help them increase sales and maximise their profits by using competitor price, promotions and stock information at scale. For more information on Profitero price intelligence and competitor monitoring, visit www.profitero.com or email sales@profitero.com.