Online retailers are leading the way in customer satisfaction, a
survey has revealed.
The
National Customer Satisfaction Index (NCSI-UK) was launched for
the sector with a 0-100 point index scale.
E-commerce came top with 82, followed by department stores at
76, petrol stations at 75 and electrical retailers and supermarkets
74. The average score was 74.8.
Play.com was the most popular retail site, with a score of 87.
Amazon got 85, i-Tunes 82, eBay 79 and Ticketmaster 74. Most
websites - smaller web retailers and the sites of high street
stores - came under the bulk category "other," which got 82.
The company carrying out the survey, CFI Group, said e-commerce
is a "bright spot" in UK retail. It said, "Both the quality and
value of the online shopping experience are rated superior and
consumers who have purchased merchandise online are highly loyal to
this emerging retail channel."
