E-commerce sites exceeded the threshold of excellence in customer satisfaction last year, according to the American Customer Satisfaction Index, and new data from the Boston Consulting Group (BCG) confirms that online merchants are providing worthy experiences to visitors. Across 16 industry segments examined in the BCG study, online merchants came in second with a “digital satisfaction score” of 11.8, putting them squarely in the bucket of leaders who are best able to satisfy their consumers’ expectations. Close behind, media retailers, with a score of 11.1.
The reason these segments are scoring highly is that they’re able to meet their customers’ top priorities. Those priorities include: accessing information; comparing options; finding the product they’re looking for; and getting a better price. Read the rest at MarketingCharts.
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