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Ecommerce Customer Satisfaction Flat
THE AMERICAN Customer Satisfaction Index, founded at the University of Michigan, has released its annual ecommerce report aſt er measuring responses from product and service evaluations for 225 U.S. com- panies in 47 industries. Based on a 100-point scale, cus- tomer satisfaction among ecommerce sites made a small increase of one percent, to a total score of 80.1. Total ecommerce sales rose 16 percent to $194.3 billion in 2011, reveals data from the U.S. Census Bureau. Among the highlights were ecommerce operators Amazon and Netfl ix. Amazon remains the top online
retailer in customer service, though its overall score dropped slightly. T e company invests heavily in sub- sidizing the cost of shipping and new technology, such as its e-readers, to keep consumer prices low. Netfl ix, on the other hand, was rocked by customer upset over last minute service changes and price increases. T e customer satisfaction score of the video rental company fell 14 percent in the last year, one of the largest drops in the report’s history.
T is piece is adapted f om an original article on CRM
Daily.com
Gas Fuels Ecommerce
AIT, WEB HOSTING company to over 210,000 cus- tomers including Fortune 500 companies, as well as small businesses, and named twice by INC. 500 list of fastest growing fi rms, predicts that the increase in gas prices in 2012 will have a direct impact on web shopping. T e recent plan for a gas pipeline from Canada to the Gulf of Mexico was inevitably blocked by the White House, fueling the fi re in the bat le over fuel prices and natural resources. With prices predicted to reach over $4 per gallon, there will be less driving and more ecommerce browsing.
According to a report from the research fi rm For-
With prices predicted to reach over $4 per gallon, there will be less driving and more ecommerce browsing.
rester, U.S. retail ecommerce sales will reach $279 billion in 2015. One of the main reasons behind this is because, “Shopping online helps cut gas costs that would be accrued shut ling to and from the mall. Of course, all of this does not necessarily mean that these online shop- pers will spend less. I would not be surprised if they ended up spending the same amount or more because of the conve-
nience of shopping from home,” says AIT’s chief mar- keting offi cer, Richard Kirby.
Find other great ideas for running your business at:
www.wholesalecentral.com/wholesale–news 14 April 2012
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