Customer satisfaction found better with ecommerce

Posted February 26, 2013

Retailers that have yet to explore the online realm may be soon losing out of many customers, thanks to the customer satisfaction provided by ecommerce and online sopping sites. According to recent research from the American Customer Satisfaction Index and customer experience analytics firm ForeSee, experiences with ecommerce websites are found to be more appealing to consumers than traveling to brick-and-mortar stores.

The annual E-Commerce Report measures customer satisfaction and found the average online retail aggregate posted a score of 82, while the brick-and-mortar retail trade sector achieved a score of 76.6. With consumers enjoying their experiences online shopping more than going into stores, retailers may see fewer transactions sliding through their credit card reader and POS stations.

“Just as we have seen in the public sector, consumers enjoy the convenience and power of ecommerce and online transactions,” said Claes Fornell, founder of ACSI and professor at the University of Michigan’s Ross School of Business. “Ecommerce is maturing, and even the smaller companies are improving, keeping up with or sometimes surpassing larger, more established companies.

Those retailers who have yet to give customers an opportunity to buy product online may want to begin implement an ecommerce strategy.

Filed under: Point of Sale