Friday, August 22, 2008

Customer Satisfaction on the Internet Continues to Improve

The latest report from the American Customer Satisfaction Index (ACSI) indicates that customer satisfaction from web companies continues to improve. The web companies are segregated into two categories; namely eCommerce and eBusiness. The overall satisfaction with eBusiness has increased to an all-time high of 79.3 percent on the ACSI 100 point scale. The eCommerce companies have a satisfaction index of 81.6; however, eBusiness is improving at a much faster rate. If eBusiness continues to grow at this pace, it will soon overtake the eCommerce satisfaction level.

The internet business was first measured by ACSI in 2000 and has increased by 25.9 percent over that time period.

According to ACSI the increase has largely been due to the rise of Google eventhough there are obviously other factors. The University of Michigan found that quality is one of the drivers of this increase. Quality ratings have increased by 6 percent in the last year.

The increase in satisfaction has also impacted the loyalty measure which has increased almost 8 percent over the last year.

It is interesting to note that both eBusinss and eCommerce sectors have higher average satissfaction scores than the overall ACSI cross-industry average (75.1 this quarter).

The bottom line is that internet business has become a viable dimension of the US business community.

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