Only two online retailers scored above 80 percent, with Amazon and Netflix tied at 84%. QVC.com ranked third. The survey is intended to be predictive for how companies will do in 2009. Retailers losing some customer confidence included Circuit City, Gap, Home Depot, HSN, Neiman Marcus, and Overstock.com.
Larry Freed, President and CEO of ForeSee Results, said that too many e-retailers aren't paying attention to metrics like customer satisfaction and he said "that's just not playing to win in this economy."
Apple is down 1% from last year's rankings. In general, Apple does very well in surveys that measure customer loyalty, product reliability, and service and support.
2009 could be a tough year for brick and mortar and online retailers, so every little bit of customer pleasure really helps translate into sales.