Study: Online shoppers content with service

Feb. 21, 2012

Online shoppers are happy with service, according to the American Customer Satisfaction Index's annual e-Commerce report.

The index measures customer evaluations of products and services for 225 companies in 47 industries in the U.S., based on a 100-point scale. Customer satisfaction with e-commerce websites inched up 1 percent to 80.1.

"Consumer expectation continues to increase" for e-commerce companies, says Larry Freed, author of the report and CEO of consulting firm ForeSee. However, "when you walk into a retail store, you don't expect to get better service," he told USA Today.

Amazon is still the top online retailer in customer service, though its overall score dropped slightly, while Netflix's score dropped by 14 percent.

Newegg, an online retailer that specializes in electronics, registered the fastest rate of growth in satisfaction scores.

Read more about online retailing.

Topics: Consumer Behavior , Online Retailing

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