According to the American Customer Satisfaction Index (ACSI) customer satisfaction with the e-commerce industry has improved for the second year in a row and is approaching an all-time high.
The report, released by the University of Michigan with its study partner Ann Arbor-based ForeSee Results, showed e-commerce scoring 80 on the ACSI's 100-point scale,coming very close to 2003's all-time high of 80.8.
The study quatifies online customer satisfaction and is used to predict future customer behaviors, such as returning to the site or recommending the site to others.
Outscoring almost all other sectors of the economy by nearly 7 points, customer satisfaction within the e-commerce saw improvements in all but the online travel sector.
E-retailers faired best with an average score of 83, up 2.5 percent. Barnes & Noble's website and Amazon.com were the leaders with 88 and 87 points respectively. Online auction juggernaut Ebay maintained top position despite a 1 percent drop to 80. Online travel, however, fell 1.3 percent to an aggregate score of 76 with only Orbitz posting a modest increase.
To download the report go to www.foreseeresults.com
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