Consumer satisfaction with many top retail websites decreased during the holidays according to a ForeSee Results and FGI Research study, writes DM News. The "Top 40 Online Retail Satisfaction Index" weighs online shopper satisfaction between the holidays and the rest of the year. Although holiday revenues were up, overall satisfaction decreased four percentage points between spring 2005 and the holiday season at yearend. Of the top 40 online retailers, all but four had lower customer satisfaction scores during the holidays than in the spring.

The highest-rated e-tailers were Netflix, Amazon, L.L. Bean and QVC, each scoring a rating of 80 or greater in the Index. The lowest-scoring sites were CompUSA.com with 67 and Kmart and Sears with 68.

The sites with the greatest decrease in consumer satisfaction between spring and the holidays were ToysRUs.com, which fell 10 percentage points; OldNavy.com, 9 points; Sears.com, 8 points; and JCPenney.com, 8 points. Only Buy.com experienced an increase - from 71 to 72.

The study also found that those who reach an e-tail site via shopping search engine are less satisfied and loyal that those who visit because of a promotion or referral. Also, high gas prices influenced more than one-third of those who decided shop online rather in a bricks-and-mortar store.