Online spending goes up every year, but are customers satisfied with their online service experiences? A new study reveals what they think.
Customer satisfaction with the top e-retailers stayed on par this holiday season compared to the previous one – a 78 on the ForeSee E-Retail Satisfaction Index 100-point scale.
So customers were willing to spend more, but didn’t see any improvement in the service they experienced. What’s more, service at some of the big online companies wasn’t up to par: JC Penney was down five points, and Apple and Dell were down three each.
On the bright side: Amazon achieved the highest score ever achieved in the Index – an 88.
Even if you aren’t an online powerhouse, you probably cater to some customers online – letting them order, ask questions, check status or find information on your company website. Their satisfaction with the site and the service contact center agents provide is vital to overall customer satisfaction and the bottom line.
Highly satisfied online users are 67% more likely to turn to the company again when purchasing similar items than dissatisfied customers. They also recommend the company and stay loyal to the brand more than other online shoppers.
So if you don’t already, you’ll want to watch online customer satisfaction in 2013. There are several free surveys, such as SurveyMonkey, to gauge online satisfaction. Or gauge it as part of an email, phone or written survey that already exists.
