Netflix, GreenCine, & Blockbuster Online:
A Comparison of Customer Satisfaction
Many sections remain the same in this update since last.
However there are a few changes and additions.
- Member Discussions:
Netflix will never have members discussions. Why? Can you imagine
Netflix allowing members to discover some members get throttled
while others don't? I'll concede Netflix members can share reviews
with "friends" online however, this is by no means a 2-way
discussion. GreenCine remains the only DVD delivery service (of the
three) that allows members to interact with other members.
GreenCine members can also discuss their favorite movie genre and
keep up-to-date with upcoming releases.
- Delayed Shipping: Netflix is the only company that
admits they delay shipping to their customers (aka
delays of, "at least one business day" for their next
shipment once their rental has been received. Netflix
customers can also expect, "delivery taking longer, as the
shipments may not be sent from your local distribution
center." Netflix loves to ship my rentals from Hawaii.
- Price Per Rental: Blockbuster has recently raised
their subscription price to match that of Netflix. My Netflix and
Blockbuster cost per rental are approximately $1.33 and $1.41
respectively while GreenCine's cost is significantly higher at $2.36
- Anime Selection: Netflix and especially Blockbuster
Online have improved their anime selection although Netflix has a
slight edge. Anime selection is what drove me to GreenCine
initially. There were many anime titles unavailable at Netflix that
GreenCine carried. Today, I still give GreenCine the lead over
Netflix when it comes to anime selection however Netflix continues
to narrow the lead. For instance, volumes 36-50 of Urusei Yatsura
are unavailable at GreenCine yet available at Netflix. Itís
ironic, Netflix didnít carry Urusei Yatsura 2 years agoóone of
the reasons I joined GreenCine.
- Foreign Film Selection: I've compared
(11/28/06) all three's foreign film selection and all did poorly although
Blockbuster did slightly better than the others.
- Adding Volumes To Queue: If you rent serials, TV
shows for example, adding individual volumes becomes a routine
function. Netflix makes it easy to add subsequent volumes--Just
click on any serial in your queue and choose the volume you wish to
add. Blockbuster recently added this feature to their site however
it has not been fully implemented:
Last year, GreenCine removed this utility from their site for
- Envelope Quality: I lost one
Blockbuster rental in the mail because the envelope fell apart.
Since then, Blockbuster has improved their envelope quality.
GreenCine remains the leader when it comes to sturdy envelopes.
GreenCine is the only one of the three which includes protective
packaging. The fact that I've never received a broken DVD from
GreenCine is proof their padded envelopes are superior to those of
Blockbuster and Netflix. Altogether, I've received 44 broken DVD's
between Netflix and Blockbuster.
- Playable Rentals: My pet peeve! If I had to choose
one reason for disliking Netflix it would be the number of cracked
rentals they've sent me. Over the past 2 years Netflix has sent me
28 cracked rentals and 2 scratched rentals that would not play.
Blockbuster has also sent an alarming number of broken rentals--this
is the result of mailing fragile DVDs without any type of
protection. Occasionally, all three services ship rentals that have
minor playback difficulty due to scratches. None of the 242 rentals
I've received from GreenCine have been broken or unplayable.
- Ethical Business Practice: Early this year, Netflix
settled a lawsuit for defrauding their customers. Interestingly, my
experience with Netflix's deceptive practices became the subject of
study on Findlaw.com. Netflix has admitted
providing customers service on 2 tiers--more profitable customers
received better service. Furthermore, Netflix has been using spyware
on the public to steal customers from Blockbuster, GreenCine, and
others. Also, Netflix insulted consumers' intelligence by promoting
a customer satisfaction survey which remarkably omitted
- Rental Recommendations: 98% of the titles I rent are
anime yet Blockbuster and Netflix consistently recommend other
genres. GreenCine recommends
anime--I'm not that hard to please.
- Title Availability: Expect long waits on certain titles
from GreenCine, Blockbuster, and Netflix. However, Blockbuster is
most problematic when it comes to availability. Also, Blockbuster
incorrectly lists titles with long waits as "Available."
- Free In-Store Rentals: Blockbuster provides a
solution for those occasions when rentals don't arrive in the mail
or when rentals arrived damaged and unplayable.
- Rating Individual Volumes: Sadly, Blockbuster has
followed in Netflix's footsteps by eliminating ratings of individual
serial volumes. This was a recent change for Blockbuster during
their web site update.
- Volume Information: Netflix usually provides
information on each volume except GreenCine is more in-depth.
In this example,
GreenCine provides volume information on the anime Lost Universe.
Not only does GreenCine provide volume number, they include the
volume title as well--Netflix does not. GreenCine and
Blockbuster also provide the DVD cover for each volume as well as a
separate page with information on each volume. Netflix
omitting this information is a minor inconvenience. Granted
Blockbuster Online is still organizing their web site, however they occasionally
omit basic information like the volume number which sends me to
GreenCine looking for information. Both GreenCine and Netflix are
more reliable for basic information such as volume number.
- Search Engine Results: I have no particular opinion
on Blockbuster's or Netflix's search engine. I will say
GreenCine was able to find the anime Seven of Seven
while Netflix could not. Netflix lists this title as
"Nana Seven of Seven" probably as this title in Japanese
is Shichinin No Nana (Seven people of Seven).
- DVD Format Information: I really haven't paid much
attention to this in the past until I recently purchased a wide
screen TV and surround sound speakers. Netflix does a good job of
including picture and audio formats of their rentals. This
information is helpful when playing your rentals at home.
Greencine's title descriptions do not always include this
information: Blockbuster is even worse.
- Complete Serials: A majority of my rentals are anime TV
series. I've found that Netflix and GreenCine usually own every
volume of a series. GreenCine excels in this category however
Netflix is rapidly catching up. Many of Blockbuster's TV series are
incomplete. I frequently find myself having to switch my anime over
from Blockbuster to Netflix or GreenCine when Blockbuster is missing
- Broken Rental Replacement: If you're also customer of your
local Blockbuster, you may exchange your broken Blockbuster Online
rental for a replacement. This is truly the only legitimate rental
replacement offered by these three services. Netflix customers are
also offered a so-called "replacement." I'm sorry, making
your customers rent the title again is NOT a replacement. In the
past, Netflix has come up with schemes to make customers believe
they were getting a rental replacement. The only drawback I see to Blockbuster's
in-store replacement is title selection. I rent anime exclusively.
I've rented over 1,000 anime DVDs. My local Blockbuster owns less
than 100 anime titles. Chances are my local Blockbuster will not
have the anime title I rented online.
- Rentals Per Month: Over the last 20 months, Netflix has provided, on average, 13.7 rentals per month compared to Blockbuster Online's 13.4 rentals per month and GreenCine's 9.2 rentals per month. Both Netflix and Blockbuster have distribution centers across the United States which decreases the shipping time for subscribers throughout the country. Unfortunately, GreenCine only has one distribution center located on the West Coast.
In order to provide a meaningful review of the 3 companies, I created a
utilizing a 5-point Likert scale. The questionnaire's objective is to
measure Netflix, GreenCine, and Blockbuster customer satisfaction.
After administering the questionnaire to myself I determined that GreenCine
provided the best customer satisfaction:
|Netflix = 2.7
|Blockbuster Online = 2.8
|GreenCine = 3.2
As I predicted, Blockbuster surpassed Netflix in customer satisfaction yet I'm
disappointed in Blockbuster's
progress. I would have thought the difference would be far greater. I expect Blockbuster will continue to surpass
Netflix. Netflix is also improving--I just wish they weren't so
scummy. Personally, I don't think GreenCine has improved at all since last year. They've cluttered their Web
site with advertisements, confusing navigation bars, and purchasing options.
At the same time, GreenCine has done
away with some useful features.
19-Item Online DVD Rental Customer Satisfaction
Respond to the following statements with:
|a. Strongly Disagree
||e. Strongly Agree|
Use the same questions to measure Blockbuster and GreenCine customer
- Netflix member can have online discussions.
- Netflix deliberately delays rental shipments.
- Netflix provides an economical price per rental.
- Netflix has a scant anime selection
- Netflix has a comprehensive foreign film selection.
- Netflix makes it difficult to add volumes of a series to your queue.
- Netflix envelopes are sturdy and easy to use.
- Netflix always provides rentals that play.
- Netflix doesn't use ethical business practices.
- Netflix provides useful movie recommendations.
- Netflix titles are always available.
- Netflix provides free in-store rentals.
- Netflix allows subscribers to rate individual volumes in a series.
- Netflix provides detailed volume information on serials.
- Netflix provides relevant search results.
- Netflix seldom provide DVD format information.
- Many TV series from Netflix are incomplete.
- Netflix provides free in-store exchange for broken rentals
- Netflix provides few rentals per month.
Scoring for positively worded statements
Scoring for negatively worded statements
The score is the average of the 18 items.
|Price Per Rental
|Foreign Film Selection
|Adding Volumes to Queue
|Ethical Business Practices
|Free In-Store Rentals
|Movies Per Month
Written by M. Villanueva
January 15, 2007
Price/Rental Calculator & Turnaround Time |
Broken Rental Ratio & Percent | My Opinion of Netflix |
My Netflix Journal |