Distribution Strategies

Customer satisfaction with the e-commerce sector has gone down for the first time in three years, dropping two percent to a score of 80 on a 100-point scale, according to the American Customer Satisfaction Index (ACSI).

Published: 18 Feb 2009

Customer satisfaction with the e-commerce sector has gone down for the first time in three years, dropping two percent to a score of 80 on a 100-point scale, according to the American Customer Satisfaction Index (ACSI).

The decline is driven by a dramatic plunge in customer satisfaction with online brokerages, which were hit hard by the fallout from the financial crisis that erased billions of dollars of investment capital. The annual ACSI e-commerce report measures customer satisfaction with online retail, online brokerage, and online travel.

Customer satisfaction with online travel remains unchanged in aggregate year-over-year, though the industry has been slowly decreasing since 2002.

The industry is going to need more than a boost in customer satisfaction in the wake of what industry experts predict to be the worst year for business and leisure travel since 2002, it has been highlighted.

Expedia (+2.7) and the All Others category (-2.5 percent) tie for first at 77. Travelocity comes in second place (+2.7 percent to 75) followed by Orbitz (+1.4 percent to 74). Priceline.com falls one percent to 72.

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