E-Commerce News: E-Commerce: Survey: Customers Give E-Tailers Low Service Marks

E-commerce has certainly not been immune from the recession battering the U.S. economy, but for reasons that can only be guessed at, most of the leading e-tailers have not stepped up their efforts to retain customers by providing improved service, according to a recent customer satisfaction survey.

Only two e-retailers scored above 80 on a 100-point scale in the annual Top 40 Online Retail Satisfaction Index: Amazon (Nasdaq: AMZN) Latest News about Amazon.com and Netflix (Nasdaq: NFLX) Latest News about Netflix, both with 84. The survey's methodology is based on the University of Michigan's American Customer Satisfaction Index, in which a score of 80 is generally considered the threshold for excellence.

The achievement of the two e-tailers that ranked above 80 is muted by the fact that one of them, Netflix, cannot be considered a traditional e-tailer, said Larry Freed, president and CEO of ForeSee Results, which conducted the survey.

E-Commerce News: E-Commerce: Survey: Customers Give E-Tailers Low Service Marks