L.L. Bean came in second in ForeSee’s annual Holiday E-Retail Satisfaction Index. Amazon topped the list for the eighth straight year.

The study, based on more than 24,000 customer surveys collected during
the prime holiday shopping season between Thanksgiving and Christmas,
expanded from measuring satisfaction with 40 top retailers to 100 this
year.

Amazon’s scored an 88 out of 100, the same as last year. In a statement,
Larry Freed, president and CEO of ForeSee, which measures customer
satisfaction for companies, attributed Amazons high satisfaction rates
to the wide variety of merchandise it offers and a site that is easy to
use.
 
At this point, Amazon has been dominant for so long and
has such a history of focusing on the customer, its hard to imagine
anyone else coming close, added Freed.

L.L. Bean came in second
with an 85, up from 81 a year earlier. Others scoring high were
QVC.com, 84; Esteelauder.com, 83; and Cabelas.com, Avon.com and HSN.com,
all at 81. The index mean average was 78.

Among other sports and outdoor related sites, FootballFanatics.com and SierraTradingPost.com both recorded a 78; Eddie Bauer, 77, and BassPro.com, FootLocker.com, Nike.com, and REI.com all scored a 76.

The biggest year-over-year drop went to JCPenney.com, with a six
percent decline to 78. Mr. Freed told Reuters, “Theyve struggled a
lot in their stores as theyve tried to reinvent themselves a bit and
that’s carried over a little bit to the website.”

Among other department stores, Kohls.com scored an 80; Nordstrom, 79; and Macy’s, 77.

Among other bigger chains, Walmart.com scored a 78, down from 79 in 2011. Target.com scored 79,
up from 76 last year, when it had some struggles after taking over
control of the site from Amazon.

The full list is here.

Foresees findings indicate that satisfied website visitors are 71 percent more likely to purchase from the retailer online and 58 percent more likely to purchase offline. They are also 67 percent more likely to purchase from the retail next time, 65 percent more committed to the brand overall, and 69 percent more likely to recommend the retailer. Analysis of top e-retailers in the U.S. has also shown that, on average, a one-point change in website satisfaction leads to a 14 percent change in the log of revenues generated on the web.