E-consultancy reports that a recent study conducted by the UK National Customer Satisfaction Index scored retailers, e-commerce reported a stunning score of 82 points for Q4 2008 (out of 100). Why is this news so interesting? Because the average retailer customer satisfaction score is 74.8.
Amazon and Play.com helped e-commerce separate itself from the rest by posting 85 and 87 satisfaction scores. I had a feeling Amazon would be ranked high on this list, but I’m really surprised to see Play.com achieve such a high customer satisfaction level. I haven’t personally played around with their site too much, but hopefully this will give them some much deserved attention in the conversion-world for their great work.
I must admit, when I saw Ticketmaster’s score of 74 a small part of me jumped for joy. I don’t think I’d rate their site that high, but I’m glad I’m not the only one. eBay also received a low score of 79. Sites like John Lewis and Tesco were not considered e-commerce Web sites, instead they were placed in an “other” category.
Here’s the breakdown of the top customer satisfaction retailers by category:
What do you think this means for the future of online commerce?