Amazon appears to have made major gains on Netflix in the “customer satisfaction” area, as Netflix dropped six points (from 85 to 79); while Amazon gained two points to achieve a score of 88, for a net swing of eight percentage points, in ForeSee’s survey of Christmas and holiday period customer satisfaction in December 2011.
The two companies, who have long been together atop the Index, are starting to diverge, signaling a strong year to come for Amazon and a difficult one for Netflix, ForeSee predicts.
The survey data is based on more than 8,500 customer surveys collected during prime holiday shopping time between Thanksgiving and Christmas of 2011. Amazon gains, Hulu loses in satisfaction scores
Wednesday, December 28, 2011
Amazon Gains, Netflix Loses, on Satisfaction Scores
Gary Kim has been a digital infra analyst and journalist for more than 30 years, covering the business impact of technology, pre- and post-internet. He sees a similar evolution coming with AI. General-purpose technologies do not come along very often, but when they do, they change life, economies and industries.
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