Research: Customer Satisfaction with E-Commerce Sites Drops
ForeSee Results and E-Commerce Report have released the results from the annual American Consumer Satisfaction Index, which shows a 2.6 percent decrease in customer satisfaction with e-commerce sites. This year, e-commerce sites scored 79.3 on a scale of 100, the lowest since 2004. The e-commerce site label applies to online retail as well as online brokerage and travel.
Amazon, eBay, and Netflix managed to buck the trend in e-retail. But satisfaction with smaller online retailers dropped six percent, bringing down the overall score.
Satisfaction with e-brokerage firms remained flat with a score of 78.
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