Studies: Online Customer Satisfaction Down

Share this article:
Two separate studies confirmed that e-commerce sites still have a long way to go to satisfy consumers' online customer service needs.


cPulse, the Internet customer satisfaction monitor, announced this week that 24 percent of consumers are "extremely dissatisfied" with their online shopping experience.


cPulse LLC's parent company, the Gartner Group, Stamford, CT, supported this finding with the results of its "eTail eService Functionality Study." Of the 50 most popular e-commerce sites, consumers rated 73 percent fair. None were rated excellent, 23 percent were average and 4 percent were poor.


One reason these sites are failing is the lack of customer service tools, the Gartner Group said. Only 6 percent of the sites had a "call-me" function and 24 percent had instant messaging.


cPulse, New York, also announced its RF3 subscription-based, online monitoring service this week. This allows marketers to easily access, analyze and manipulate customer satisfaction data. An annual subscription costs $24,000 and will be available next month.
Share this article:
You must be a registered member of Direct Marketing News to post a comment.

Follow us on Twitter @dmnews

Latest Jobs:

Featured Listings

More in Digital Marketing

IAB Tech Lab to Set Global Digital Marketing Standards

IAB Tech Lab to Set Global Digital Marketing ...

In looking to solve complex tech issues, the association opens up full membership to agencies and solutions providers.

Integration Meets Innovation in Planters' Digital Campaign

Integration Meets Innovation in Planters' Digital Campaign

The snacks brand found a healthy way to navigate today's world of digital marketing saturation.

USA Today Decides to Play Games for Real

USA Today Decides to Play Games for Real

It partners with game-maker Arkadium to add 60 new digital games to its site, offering advertisers more segmented breakdowns of players.