US Online retailers remain ahead of their high-street rivals, but satisfaction figures are down in 2015.
Top of the satisfaction charts is Amazon, with an American Customer Satisfaction Index (ACSI) score of 83. As with previous years, the online retail giant beat both online and bricks-and-mortar rivals for satisfying its customers, although the number slipped by three points from 2014.
In fact, while online retailers were generally ahead in fulfilling customer needs, the average score for e-retailers dipped to 80 from 82, with satisfaction down across the board. Only gas stations bucked the trend to show a slight increase with a rating of 75, helped by lower fuel costs.
According to the Report, internet retail “excels across nearly every customer experience benchmark. The ease of checkout and payment process (88) is one of the most appealing aspects of the online shopping experience.”
Conversely, many high-street retailers suffered as a result of poor check-out speed, while customer support activities, such as help pages and call centres also received lower ratings that the previous year.