Although the customer satisfaction ratings for Netflix had taken a beating after their DVD service debacle, it seems that they have more than made up their ground from their past mistakes. Forsee’s Annual Top 100 E-Trail Satisfaction Index tells us that customer satisfaction levels at Netflix have gone up quite drastically from where they stood at the end of last year. It seems that Netflix has done a wonderful job when it comes to damage control and holding onto customers.
The main cause for concern last year was obviously the attempt by Netflix to move their DVD and Blu-ray subscription services to a completely different company. This was going to allow Netflix to concentrate on the progress being made in the online streaming universe. Everyone knows that online streaming is what is here to stay for the long term, but some people still like the idea of doing things the old fashioned way for now.
Netflix now understands that their customers are looking for ease of use and simplicity more than anything else, and some people are still going to need to receive DVDs in the mail from time to time. Not to mention, Netflix still does not have their entire catalog of movies and television shows available for instant streaming right now. This is going to be a long term goal for Netflix, and it will take them some time to upload all of the videos that they have to offer their customers.
At the end of last year, Netflix was experiencing a massive loss of customers for the first time in their history, and most people did not see this kind of problem coming to Netflix anytime soon. It seems that they have been able to pass this first big test in the company’s battle to the top, and I’m sure they will have many more dragons to slay over time. Every business is going to hit a rough patch from time to time, and only the companies who know how to deal with these kinds of problems right away are going to be able to stick around for a long time.
Forsee gave Netflix a score of 79 when it came to customer satisfaction last year, but now they are back up to 81. As long as they stay on their current path, Netflix should be able to get back to the kinds of levels of customer satisfaction that they enjoyed before any of this ever happened. Before any of these problems popped up, Netflix had a customer satisfaction score of 85.