14501 Thu, 05/15/2008 - 11:46am
ANN ARBOR, Mich.–Consumer satisfaction with online retailers edged up this spring, reaching a score of 75 on the 100-point American Customer Satisfaction Index, a measure developed at the University of Michigan.
The findings, presented by ForeSee Results, a private research firm, show that overall, customers increased their satisfaction with e-tailers by 1.4 percent over 2007.
Companies scoring the highest among 100 online retailers included Netflix, QVC and Amazon.com.
Leading product categories were books, CDs/DVDs and sporting goods. Housewares and home furnishings, however, “bring up the rear with [a score of] 74,” according to a report of the findings.
Retailers specializing in home goods that improved their satisfaction scores over the year included Williams-Sonoma.com, up 4 percent; and CrateandBarrel.com, up 5.5 percent.
Among mass merchants, Wal-Mart and Costco remained steady, and Target declined 3.9 percent.
For department stores, J.C. Penney was up a point, and Macys.com grew 5.8 percent.