Customer Satisfaction With E-Commerce Sites Continues to Outpace Traditional Retail

Customer satisfaction with e-commerce sites improved in 2012, outpacing satisfaction ratings with traditional retail stores for the 11th consecutive year, according to the American Customer Satisfaction Index. The index for e-commerce sites (encompassing internet brokerage, retail, and travel) rose a point from 2011 to a score of 81.1 on ACSI’s 100-point scale, with 80 considered the threshold for excellence. (more…)