Uh oh. Just because there aren’t lines online doesn’t mean consumers are happy with their e-commerce experience. The annual ACSI (American Customer Satisfaction Index) E-Commerce report was released from ForeSee Results last week and explains that customer satisfaction with e-commerce websites is slumping to its lowest score since 2004.
The report shows that online retail dips 3.6% to 80 on the ACSI’s 100-point scale, as customer satisfaction with smaller e-retailers suffers a major drop. The “all others” category, which is an aggregate of smaller e-retailers and other companies not individually measured, plunges 6% to 78.
Download the full report here.