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.