February 20, 2008 at 16:06Internet consumers are more satisfied than ever
Good information for those involved in the e-commerce industry. Surveys of American consumers showed that their satisfaction with purchases in online stores reached a maximum value for the entire measurement, despite the recession. The American Customer Satisfaction Index (ACSI) is one of the fundamental economic indicators. The latest update showed a total decrease in the ACSI index across all sectors, and e-commerce was the only exception.
According to the 100-point scale, the ACSI index for the Internet (including shops, tourist and brokerage sites) in 2007 increased by 1.6 points to 81.6. For comparison, the all-American index in the IV quarter. 2007 fell by 0.3 points to 74.9, and at the end of the year remained at the same level.
When calculating ACSI, various indicators are taken into account, including the level of service and product quality, each indicator has its own weight when compiling a composite index. In theory, it should as objectively as possible reflect the general satisfaction of consumers and the desire to make new purchases in the future.
If you look at individual subcategories, the ACSI index has not changed in the online shopping sector, it has fallen slightly in the tourism services sector, but has grown in the online brokerage sites sector.
For individual brands, Amazon achieved the greatest success, gaining 88 points out of 100. In general, among all American consumer brands, this is the second highest after Heinz (first place, index 90). Another e-commerce bison, eBay, is located near the end of the online ranking with an indicator of 81.
One of the main factors why consumers enjoy online shopping more, according to experts, is the widespread adoption of UGC content on commercial sites. that is, reviews and ratings.
According to the 100-point scale, the ACSI index for the Internet (including shops, tourist and brokerage sites) in 2007 increased by 1.6 points to 81.6. For comparison, the all-American index in the IV quarter. 2007 fell by 0.3 points to 74.9, and at the end of the year remained at the same level.
When calculating ACSI, various indicators are taken into account, including the level of service and product quality, each indicator has its own weight when compiling a composite index. In theory, it should as objectively as possible reflect the general satisfaction of consumers and the desire to make new purchases in the future.
If you look at individual subcategories, the ACSI index has not changed in the online shopping sector, it has fallen slightly in the tourism services sector, but has grown in the online brokerage sites sector.
For individual brands, Amazon achieved the greatest success, gaining 88 points out of 100. In general, among all American consumer brands, this is the second highest after Heinz (first place, index 90). Another e-commerce bison, eBay, is located near the end of the online ranking with an indicator of 81.
One of the main factors why consumers enjoy online shopping more, according to experts, is the widespread adoption of UGC content on commercial sites. that is, reviews and ratings.