With total e-commerce sales rising 16% in 2011, a recent survey done by the American Customer Satisfaction Index found that e-commerce websites’ customer satisfaction grew 1% in the last year to 80.1 (on their 100 point scale). They base their rating on measuring customer evaluations of products and services for 225 companies in 47 U.S. industries, according to USA Today
One of the companies with top evaluations is Amazon, which analyst Sucharita Mulpuru considers “the gold standard for e-commerce.” The company with the fastest satisfaction growth rate is the electronic retailer, Newegg.
Not all companies grew in customer satisfaction, however. Netflix suffered one of the index’s greatest drops ever, with customer satisfaction dropping 14%, mostly due to its proposed plan to split its DVD and streaming services.
To read about these and more industry ratings: http://www.usatoday.com/tech/news/story/2012-02-21/ecommerce-customer-satisfaction/53180110/1
