Blog

Customers satisfied with ecommerce

February 22, 2012

A study shows that consumers are generally satisfied with the service they are getting from online retailers.

A study shows that consumers are generally satisfied with the service they are getting from online retailers. The American Customer Satisfaction Index’s (ACSI) annual ecommerce report, originally founded at the University of Michigan, was released yesterday. The study ranks 225 companies in 47 industries on a 100-point scaled based on customer evaluations of their products and services.

Across the board, ecommerce sites ranked 80.1 on the ACSI index, advancing one percent since the last survey. Amazon remained at the head of the pack for rankings, earning a customer satisfaction score of 86. Netflix, however, fell 14 percent within the last year after a price hike that left many of their video subscription customers unhappy.

“Ecommerce continues to shine in satisfaction, seemingly regardless of economic conditions,” said Claes Fornell, founder of the ACSI. “Satisfaction with brick and mortar retail is also improving, but we may never see it match the scores held by retail websites.” 

When customers are happy, they tend to spend more and the industry grows as the result, said Fornell. Retailers can keep customers happy and increase sales by offering convenient online credit card payment processing that makes online shopping easy and secure. 

Back To Blog