E-tailers top customer satisfaction league

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E-tailers top customer satisfaction league

Rebecca Thomson

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."


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