Apple, Amazon Dominate In Mobile Commerce Customer Satisfaction

Customer experience analytics company ForeSee recently released data on which e-commerce companies had the most customer satisfaction in 2011. Amazon and Amazon proved to be among the winners, with Netflix falling last year in terms of sentiment. Foresee has done a similar study on satisfaction for retailer mobile commerce sites, and it looks like once again Apple and Amazon are head and shoulders above the competition in terms of customer satisfaction for mobile commerce, via both apps and the mobile web. As we've noticed over the past year, mobile commerce has taken off and continues to grow exponentially as more and more consumers use their smartphones for research, shopping decisions and purchases. Because of this trend, ForeSee compiled data from consumers to produce statistically reliable mobile satisfaction scores for 16 of the largest e-retailers in the United States. Apple and Amazon, which scored 85 and 84, respectively, on the study?s 100-point scale, topped the list by a wide margin.

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