tag:blogger.com,1999:blog-6787649.post111764023984879450..comments2024-01-30T09:28:02.292-05:00Comments on Netflix Fan: Netflix.com gives the most satisfactionBeckyhttp://www.blogger.com/profile/04313539170413209311noreply@blogger.comBlogger3125tag:blogger.com,1999:blog-6787649.post-1117660042939058342005-06-01T17:07:00.000-04:002005-06-01T17:07:00.000-04:00You're right, Manuel, it's not a study of "custome...You're right, Manuel, it's not a study of "customer satisfaction", rather a study of "site visitor satisfaction", meaning how many people who visit the Netflix site later become Netflix subscribers?Beckyhttps://www.blogger.com/profile/04313539170413209311noreply@blogger.comtag:blogger.com,1999:blog-6787649.post-1117659960309406702005-06-01T17:06:00.000-04:002005-06-01T17:06:00.000-04:00The study was comparing retail sites on their abil...The study was comparing retail sites on their ability to make customers out of Web browsers. It's the first such study I've seen that includes Netflix as a "shopping" site, which is why I found it interesting.Beckyhttps://www.blogger.com/profile/04313539170413209311noreply@blogger.comtag:blogger.com,1999:blog-6787649.post-1117655922325375192005-06-01T15:58:00.000-04:002005-06-01T15:58:00.000-04:00This study and your posting is a bit misleading. ...This study and your posting is a bit misleading. Those interested on more information about this study can download the Top 40 Retail Satisfaction Index at:<BR/><BR/>http://www.foreseeresults.com/WhitePapers/Top40OnlineRetailSatisfactionIndexCommentary.pdf<BR/><BR/>First, the study did NOT survey Netflix customers. The participants had VISITED Netflix's web site: "We looked specifically at browsers instead of buyers." It's difficult to measure customer satisfaction when your not even using the target population (Netflix customers) in question; a fact that the study admits. So they're asking window shoppers what they think of Netflix. What were visitors most likely to see when they visited Netflix 3 months ago when the study was conducted? Hmmm..."Rent all the DVDs you want for $17.99 a month--NO LATE FEES!"" Unlimited movies! What a bargain! However, these visitors don't realize that "unlimited" ,at best, is 14-15 movies a month. Nor did they experience Netflix's customer service.<BR/><BR/>The study didn't compare other online DVD rental companies. You can't say (for example) based on this study 5 out of 10 customers say Netflix has better customer service than Blockbuster.<BR/><BR/>I would be interested in seeing the research instrument and more information on the selection and exclusion of participants used in the study.<BR/><BR/>In my opinion, the participants of this study were misled by false advertising-Netflix's forte. False advertising does not equate customer satisfaction.<BR/><BR/>FYI. Note that Netflix has removed "unlimited" and recently "all the DVDs you want" from their advertising.manuelhttps://www.blogger.com/profile/04025189066174431571noreply@blogger.com