Customer Satisfaction Drops for Ecommerce Businesses
The 2007 holiday season saw a drop in customer satisfaction with ecommerce businesses. For the 2006 holiday season ForeSee Results saw an improvement in customer satisfaction, but this past season overall satisfaction was down, even as growth continued for ecommerce businesses. (It is worth noting that even though there was growth, it came at a slower rate than the 2006 holiday season). Ecommerce Times reports on customer satisfaction for the 2007 holiday season:
Customer satisfaction dropped 1.3 percent to 74 and the less discernible upgrades to Web sites might well have been one factor, Larry Freed, CEO of ForeSee Results, told CRM Buyer.
“Companies continued to invest in their e-commerce operations. However much of that money was devoted to back-end investments that might not have been as apparent to the consumer,” he said.
The good news for ecommerce businesses is that offline retailers are getting less from online shoppers. More people are turning to Web sites to make their purchases. However, if you want to distinguish your business among other ecommerce businesses, it is important to make improvements to the customer experience. Customer satisfaction with the overall ecommerce experience at your Web site is one of the most important deciding factors in whether shoppers will return.
Tags: ecommerce businesses, ecommerce, ecommerce Wen sites, 2007 holiday season,
online shoppers
Posted by Miranda | January 14, 2008
Larry Dozier January 15th, 2008
I think the consumer is becoming more sophisticated now, and wanting to do things their own way, rather than being forced into a cookie cutter mold. Providing this flexibility on the front end is our newest challenge.
Miranda January 15th, 2008
I agree, Larry! Ecommerce needs to move toward more personalization. Only the companies that offer individual options will survive.