Sears, Overstock, And Gilt Hammered In New E-Commerce Study

Retail

Published: May 9, 2012 11:12 am

Sears (NASDAQ: SHLD), Overstock (NASDAQ: OSTK), and Abercrombie & Fitch (NYSE: ANF) are not particularly well-regarded as brands or particularly well-liked by Wall St. Perhaps coincidentally, each shows up near the bottom of the e-retailer satisfaction list published by research firm Foresee. All are in the bottom 15% of the 100 companies rated.

The FORESEE E-RETAIL SATISFACTION INDEX (SPRING TOP 100 EDITION 2012) is the result of approximately 21,000 responses from visitors to the top 100 retail sites. The data posts year-over-year comparisons of both industry average satisfaction and satisfaction with individual retailers.

The bottom ten sites in the survey, based on a total best score of 100 were:

Nutrisystem.com (NASDAQ: NTRI) 74

PCConnection.com 74

PCMall.com 754

Safeway.com (NYSE: SWY) 74

Abercrombie.com 73

Build.com 73

Gilt.com 71

Peapod.com 70

Ancestry.com (NASDAQ: ACOM) 69

efollett.com 69

The presence of Gilt at the bottom is somewhat of a surprise given that it caters to high end customers.

At the top of the list, are several companies which would be expected. The first among them is the world’s largest e-commerce company–Amazon (NASDAQ: AMZN). Fortunately for Barnes & Noble (NYSE: BKS) which is in a battle with Amazon in the e-reader business, its site scored well. The company recently took an investment from Microsoft (NASDAQ: MSFT) to expand its Nook e-reader division. Apple (NASDAQ: AAPL), which is generally well-regarded for customer service across its online and bricks and mortar retail operations, also did well. The one surprise on the list is Avon (NYSE: AVP), which has struggled with its image.

Amazon.com 89

QVC.com 85

Store.Apple.com 85

Keurig.com 84

Avon.com 83

LLBean.com 83

1800Contacts.com 82

BN.com 82

Newegg.com 82

Douglas A. McIntyre

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