Customer Satisfaction for E-Commerce Decline

University of Michigan and ForeSee’s annual e-commerce satisfaction report detailed consumer’s declining satisfaction with the shopping experience provided by online e-commerce sites.

From 2007 to 2008 the total satisfaction dropped by 2% to a grand total of 80% for average e-commerce vendors. Researchers believe this drop has little to do with overall satisfaction and more to do with economic conditions making customers less tolerant of small problems.

Among online stores, eBay dropped the largest (a drop of 4%) to an all time low of 78 points. Researchers attribute these drops to the increase in competition and the challenge these companies are bringing to bare on eBay. Amazon also dropped in satisfaction by one point.

Not all retailers dropped in satisfaction. Newegg and Netflix both increased their satisfaction scores by one point from 2007.