November 20, 2012 2 Comments
We’re entering into the busiest season for retail sales in the U.S.with Black Friday this week and Cyber Monday next week. One of the key categories during the holiday season is TVs. Retailers plan to sell a lot of them between now and Christmas. So I decided to look into our consumer benchmark data to see which retailers provided the best experience for TV buyers.
I examined data for more than 1,300 consumers who had recently purchased TVs. The analysis compared satisfaction across multiple steps in the process for Best Buy, Walmart, Amazon.com, and other retailers. As you can see in the chart below, Best Buy delivers the best experience across just about every element of the new TV experience.
Interestingly, Best Buy’s largest advantage is in customer service (+10 percentage points), which is the area that has the lowest satisfaction level across all retailers.
The bottom line: Best Buy is the best bet for TVs