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BizReport : Research archives : February 19, 2009


Report: Online customer satisfaction drops

For the first time in three years, customer satisfaction among online shoppers has dropped; the 2% drop may not seem like much but it should not be ignored. According to the report, from Foresee Results, the decline was pushed by a drop in customer satisfaction with online brokerages.

by Kristina Knight

These decreases are likely due in part to the financial crisis in the US.

Still, researchers found that ecommerce is far from dead and is, in fact, one of the highest performing service sectors.

"[Ecommerce] is far from immune to the challenging economic conditions," said online customer satisfaction expert Larry Freed, president and CEO of ForeSee Results. "It's a tough environment to do business, but if there's a silver lining to any of this it's that the e-commerce sector remains strong and is well-positioned to capitalize on the benefits of satisfying customers when the economy stabilizes."

The biggest drops were seen by E*Trade Financial Corp (e-brokerage sector), EBay (e-tail sector) and Priceline.com Inc (online travel sector).

The EBay decline, especially, is disturbing. Although it dropped only 4% overall, it is interesting to see that one of the leading destination points for online shoppers saw this much of a decline; the new customer satisfaction number is the lowest that EBay has ever recorded for this report. Amazon.com, comparatively, saw a decline of only 2%.






Tags: customer satisfaction, ecommerce, ForeSee Results, online, shopping








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  • Interesting post, thanks for sharing the report. I recently came across the Internet Retailer's monthly report that showed online merchants are making site optimization a top priority. The study revealed that 49.9% of merchants have rolled out a new site design in the past year, including 26.6% in the last six months and 13.3% within 90 days.

    The retailers are also focused on redesigning their web sites to achieve speedier navigation and faster performance as well as creating interactive page treatments and adding video, customer reviews and other advanced features. Improved site optimization is the top priority for 72.9% of merchants, followed by clearly organized home, category and product pages at 62.4%, better navigation at 49.4%, improved site search at 47.1% and faster checkout at 40%.

    It will be interesting to see how those site design improvements will impact the current online customer satisfaction levels in the coming months.





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