According to the American Customer Satisfaction Index, which is put together by the University of Michigan and ecommerce partner ForeSee Results, online retailers as a whole received an aggregate score of 82 out of 100, higher than online brokerages and travel operators, the other online sectors the Index looked at.US Census Bureau: ecommerce slumped in Q4 2008 | Econsultancy
On an individual company basis, Newegg edged out Amazon.com for the top score (88 to 86, respectively) while eBay's score plummeted to 78. Certainly not good for eBay, but interestingly, despite its drop, eBay still scored higher than online travel operators. The sector's aggregate score was 75.
As times get tougher, it's natural to expect that online retail sales will continue to come under pressure and the winners (and survivors) will be those who excel operationally and deliver high levels of customer satisfaction.
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