Customer Satisfaction Impact on Purchase Intent

The annual survey performed by ForeSee Results provide evidence of the relationship between customer satisfaction and purchase intent. The annual survey results are based on more than 22,000 visitors to the top 100 e-retail web sites. (The top web sites are defined by sales volume as reported in the 2011 Internet Retailer top 500 Guide).

The report shows that when compared to dissatisfied visitors, highly satisfied visitors to the retail websites are:

1. 68 percent more likely to purchase online
2. 46 percent more likely to purchase offline
3. 61 percent more likely to purchase from the retailer the next time they are in the market for a similar product (based on likelihood scores).

The bottom line is that the statistics continue to demonstrate that companies that pay attention to customer satisfaction increase their likelihood of increasing their sales more than other companies.