Gawkwire: Web Hosting and Internet News Resource: Customer Satisfaction for E-Commerce Decline

Customer Satisfaction for E-Commerce Decline
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David_Dunlap on 09 March, 2009 03:42:00
 
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.