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E-Commerce and Internet Retail Customer Satisfaction

E-Commerce and Internet Retail Customer Satisfaction

Customer satisfaction with e-commerce is up 1% to an NCSI score of 83. Amazon maintains the lead in customer satisfaction with a 1% uptick to 86. Apple’s iTunes slips 1% to 81. Ebay advances 1% to tie ASOS at 80. However, smaller e-commerce sites and the websites of traditional retailers make the largest gains, moving up 5% to a combined score of 83.


The National Customer Satisfaction Index UK (NCSI-UK) is an economic indicator of customer evaluations of the quality of products and services available to household consumers in the United Kingdom. NCSI is produced by the American Customer Satisfaction Index (ACSI), the gold-standard of global customer satisfaction indices. This methodology was developed at the University of Michigan and has been adopted worldwide as a leading macro- and micro-level indicator by universities, governments and countries including the United States (ACSI), the United Kingdom, Sweden, Singapore, Korea, Turkey, South Africa, Mexico, Colombia, Dominican Republic, Indonesia and Barbados.

The National Customer Satisfaction Index - UK Results for Supermarkets provides the full range of data for each supermarket tracked by the NCSI-UK, with detailed scores and benchmarks across the customer experience, including customer satisfaction, customer expectations, value, product quality, service quality, loyalty, recommendations, call centre satisfaction and website satisfaction. The report contains company level performance results for each multi-channel touchpoint, as well as information on what is driving customer satisfaction and loyalty for the sector.

Retail
National Customer Satisfaction Index (NCSI) Scores by Industry
National Customer Satisfaction Index (NCSI) Scores by Retailer
E-Commerce
Customer Satisfaction
National Customer Satisfaction Index (NCSI) Component Scores
Customer Satisfaction by E-Commerce Website
Customer Expectations
Product Quality
Service Quality
The Multi-Channel Customer Experience
Merchandise Benchmarks
Customer Service Benchmarks
Website Benchmarks
Payment and Delivery Benchmarks
Call Centre Satisfaction
Value
Outcomes
Complaints
Recommendations
Loyalty
Demographics: Satisfaction by Gender, Age, Social Grade and Income
Expectations by Gender, Age, Social Grade and Income
Overall Quality by Gender, Age, Social Grade and Income
Product Quality by Gender, Age, Social Grade and Income
Service Quality by Gender, Age, Social Grade and Income
Value by Gender, Age, Social Grade and Income
Complaints % by Gender, Age, Social Grade and Income
Loyalty by Gender, Age, Social Grade and Income
NCSI-UK Model : E-Commerce Industry-Wide Customer Satisfaction Drivers
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