Question

The Netflix customer experience was always weaker than the in-store experience of DVD rental firms, which had human staff. However, consumers were willing to overlook their dissatisfaction given Netflix's other benefits.

How did consumers perceive the Netflix customer experience compared to in-store DVD rental firms?
a. Netflix's experience was much better.
b. Netflix's experience was always weaker.
c. Both experiences were equally good.
d. Customers were dissatisfied with both.

Answer 1

Consumers perceived the Netflix customer experience as weaker compared to in-store DVD rental firms, but they were willing to overlook this dissatisfaction. Some consumers still preferred physical DVD disks over streaming video.

Step-by-step explanation:

Consumers perceived the Netflix customer experience as weaker compared to in-store DVD rental firms that had human staff. However, consumers were willing to overlook their dissatisfaction with the Netflix experience because of the other benefits it offered. With choices ranging from Vudu, Amazon Prime, Hulu, Redbox, and retail stores, some consumers still preferred the convenience of physical DVD disks over streaming video. Overall, the Netflix customer experience was not as strong as the in-store experience, but consumers were willing to accept it given the other advantages of Netflix.