The American Customer Satisfaction Index (ACSI) produced in partnership with the customer analytics experience firm ForeSee, showed ecommerce sites making incremental gains in customer satisfaction ratings.
Consumer satisfaction with ecommerce websites rose 1.2% to 81.1 from 80.1 in 2011, on ACSI’s 100-point scale. The report is based on a survey of 4,000 consumers in the fourth quarter by the ACSI and research firm ForeSee.
Amazon retained its spot at the very top of the American Customer Satisfaction Index. Ranking at 85 out of 100, Amazon’s score actually dropped by 1 percent from the year before, but the figure still puts the company ahead of competitors like Newegg, eBay, Overstock, and Netflix.
“They really do a great job,” Larry Freed, president and CEO of ForeSee said. “They’ll go up a point or down a point, but they’re always on top. That’s no small feat. They continue to grow their strength in retail. [Amazon] really is the game that everybody else is chasing for the most part.”
“Brick and mortar retailers are not conceding the Internet to online natives such as Amazon,” Freed added. “They are investing heavy resources in providing a better experience for their customers, providing more evidence that competition is good for the consumer.”
A key element of Amazon’s success in customer satisfaction is to offer streamlined online payments that don’t require shoppers to fill in multiple pages of account information. Click here for more ways on how to improve the sign-up process.