Hate Netflix? You're not alone

That is, unless you're a certain DVD-mailing, video-streaming service that split its offerings and doubled its prices two years ago while dealing with outages and fluctuating content ever since. Sorry, Netflix (NFLX).

According to 24/7 Wall St., the average customer-satisfactio​n score for retail companies was 76.6 out of 100. That score jumped to 82 for online companies, but Netflix dropped from atop the customer satisfaction pile in 2009 to the worst-performing Internet company of 2012. Though it still trails Wal-Mart's (WAL) worst-in-America score of 71, Netflix's 75 rating is a steep drop for a company that never quite recovered from its 2011 public relations nightmare.

To give consumers some idea of how bad Netflix's score is, streaming competitor Amazon (AMZN) scored 88 to lead all e-retailers. Netflix, meanwhile, is tied with Sears (SHLD) -- which is basically a ghost ship of a company. J.D. Power's 2012 Online General Merchandise Retailer Satisfaction Report placed both Sears' and Kmart's websites among its worst performers. In the stores, meanwhile, when Sears Holdings isn't trying to sell off real estate and shrink its footprint, it's refusing to spend on store upgrades and marketing while hemorrhaging revenue.

Despite an exclusive content deal with Disney (DIS), Netflix has a host of problems. A service outage on Christmas Eve that Netflix blamed on Amazon's servers is just a reminder of the short leash consumers have given the company since its 2011 price hike. It didn't help that the man who devised the DVD-streaming service split and the ensuing cost increase, Netflix CEO Reed Hastings, gave himself a 100% raise just after the Christmas Eve outage.

Two years later, consumers' key qualm with Netflix is still that neither its streaming service nor its DVD-by-mail service has the same value at $8 a month as when both were offered together at that price. Since then, Amazon's Prime streaming service has emerged as a cost-effective competitor, while Coinstar's (CSTR) Redbox and on-demand services continue to hammer away at Netflix's delayed release schedule for new DVDs and aging model for delivery. While the 75 score Netflix received in 2012 is an improvement over the rock-bottom 74 its customer service received for 2011, it's still a bracing reminder of how far the company has fallen in consumers' eyes and how much ground it needs to claw back.

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