Netflix.com does the best job satisfying its customers, according to the Top 100 Online Retail Satisfaction Index from Ann Arbor-based ForeSee Results.

The online retailer leads the Index with a score of 86 on the study’s 100-point scale with QVC.com, at 84, and Amazon.com, at 83, trailing slightly. 

Overall, customer satisfaction with the Top 100 online retailers is up 1.4 percent to a score of 75.

“The Web continues to be a bright spot in retail, which is good news for retailers and even better news for consumers,” said Larry Freed, president and CEO of ForeSee Results “When competition for limited consumer dollars is fierce, as it is now in a weak economy, retailers are searching for ways to convert browsers to buyers.  roviding a satisfying website experience is the first place to start.”

ForeSee Results’ Top 100 Online Retail Satisfaction Index is conducted using the scientific methodology of the University of Michigan’s American Customer Satisfaction Index. Customer satisfaction, when measured using the ACSI methodology, is a key measurement of current success and a predictive indicator of future sales (online and offline), loyalty, and word-of-mouth recommendations. Individual satisfaction scores for all 100 retailers are reported below.

The study found that online satisfaction drives loyalty, sales, and word of mouth. 

Highly satisfied online shoppers are 69 percent more likely to purchase from the retailer the next time they are shopping for similar merchandise , 72 percent more likely to purchase online, 42 percent more likely to purchase offline and 74 percent more likely to recommend the retailer. In order to increase online satisfaction (thereby increasing loyalty and purchase intent), e-retailers in the aggregate should focus on online branding and improving site experience.

The Books/CDs/DVDs and Sporting Goods categories lead the product category rankings, both with aggregate scores of 76. Other categories of e-retail measured by the study include: Food/Drug, Mass Merchants, and Specialty Retailers all with aggregate scores of 75 and Apparel & Accessories and Computers/Electronics bringing up the rear with 74.

Of the top 100 satisfaction scores, the biggest percentage increase, 8.5 percnet, came from NiemanMarcus.com, followed by 6.8 percent from Talbots.com, 5.7 percent from SonyStyle.com and 5.5 percent for CrateandBarrel.com. The biggest decline, 4 percent, came from Bags.com, followed by 3.9 percent from Quixtar.com and Target.com.