Online Customers More Satisfied Online Shoppers Keep Shopping Byron Alley
The major difficulties in e-commerce, as in all business, centre around two things. Can we get more customers? Can we keep them?
While getting new users to trust and enjoy online shopping still presents a challenge for businesses, online purchases are increasing. The best news, though, is that studies indicate people are happy buying online. One study suggested that customers are actually more likely to be satisfied with their online shopping than with brick-and-mortar shopping, and another showed that those who have bought online once intend to continue buying online.
Someone must be doing something right, because the latest findings of the American Customer Satisfaction Index (ACSI) found that customers are more satisfied making retail purchases online than they are shopping at traditional brick-and-mortar stores. Online retail earns a score of 78 on a 0 to 100 scale, higher than the 72 scored by traditional department and discount stores. Amazon.com scores an 84, higher than offline leader Costco's 79.
