Shoppers Show Rising Satisfaction with Web Shopping
February 25th, 2006 by Sam Decker | Chief Marketing OfficerMore and more shoppers are parking in front of their computers instead of at the mall.
According to the annual American Customer Satisfaction Index (ACSI) E-Commerce Report from ForeSee Results, customer satisfaction with the e-commerce sector improved by 1.3% in 2005 to an aggregate score of 79.6. It should be noted, however, that even with this increase, customer satisfaction with the e-commerce sector is still more than a point lower than it was two years ago, when the aggregate score was 80.8.
The reports states: “As consumer standards rise, the “best of the best” e-commerce organizations are increasingly standing out from the rest of the pack, challenging competitors in their categories to enhance their focus on customer satisfaction in order to compete successfully.”
“E-retailers used to be at a disadvantage because customers couldn’t touch and feel their products, but they’ve figured out that there’s a whole lot more they can offer to make up for that,” said Larry Freed, CEO of Foresee Results.
“Today’s online stores have evolved significantly, offering advances such as 360 degree views of products, customer reviews, side-by-side product comparisons, and extensive product information and specifications that often exceed what is available in a store or catalogue.”
February 26th, 2006 at 11:14 am
Satisfaction drops again
Customer satisfaction in the retail sector dropped another 0.3% in Q4Y5 vs Q4Y4, and is 4.4% lower than when satisfaction in the sector was first measured. Claes Fornell, Director of the National Quality Research Center at the University of Michigan,