Dive Summary:

• Amazon leads the latest American Customer Satisfaction Index in the Internet retailing, department, discount and specialty retailer chain categories.
• Netflix continues to struggle in the index ever since losing 800,000 customers in 2011 over a 60% price increase and an abandoned plan to split its DVD-by-mail service into a separate business called Qwikster.
• The two companies serve as examples of opposite ends of the spectrum when it comes to why customer experience matters.

From the article:

The latest results of the American Customer Satisfaction Index for retail and e-commerce show Amazon with a solid lead in customer satisfaction in both Internet retailing and across the entire department, discount and specialty retailer chain categories. ...