E-commerce customer satisfaction near all-time high
Today, the University of Michigan released the quarterly results of their American Customer Satisfaction Index. The index tracks satisfaction for a number of sectors. The numbers for the e-commerce industry are particularly interesting. Here’s an excerpt:
E-commerce improves for the second year in a row, and at 80 is less than a point off of its all-time high (80.8 in 2003). The e-commerce sector includes e-retail, online auctions, online brokerages, and online travel.
Online retail is one of the highest-scoring industries of ACSI, and this quarter improves 2.5% to 83. Barnesandnoble.com (+1% to 88) continues to lead the industry, followed closely by Amazon.com (87).
The online travel industry is one of the few to lose ground this quarter, dropping 1% to 76. Though there are only slight fluctuations among the main players – Orbitz, Travelocity.com and Expedia – the decline is mostly due to smaller travel websites, which drop 4%.