Studies: Online Customer Satisfaction Down

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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.
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