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Internet Retailers Excelling

Posted by Michael Bloch in ecommerce (Tuesday June 4, 2013 )

Consumers have given high marks to online merchants in relation to customer satisfaction.Both the Boston Consulting Group and earlier this year, the American Customer Satisfaction Index have noted the Internet retail sector is the clear leader in this regard.

I still remember the days when buying online was such a touch and go affair – but as competition has heated up and supply and delivery lines improve, I find myself buying more and more items online rather than via bricks and mortar stores. I even buy some clothing online, something I thought I would never do.

Customer satisfaction is at the forefront of my mind today after making a purchase on eBay this morning. Within 3 hours, I had a parcel tracking number.

In another recent transaction, I received some goods where I had concerns about the condition they arrived in (a rarity nowadays). I submitted a polite request querying the issue, but without requesting a refund and fully expecting to be mucked around for a while. The merchant got back to me that day and by the next day, a replacement was on its way; without any prompting from me.

While that level of service is open to abuse; what it means is that I’ll shop with that merchant again, knowing if a problem arises it will be dealt with promptly.

If you’re an online merchant that takes pride in customer service and quality of goods; take a moment to pat yourself on the back. It’s merchants like you that have taken ecommerce transactions from being a hit and miss experience carried out with some trepidation into an industry where consumers are now acknowledging sometimes the best place to shop is online.

Trivia: According to the Boston Consulting Group, the average online consumer in the USA receives value of $2,250 a year from accessing companies online in the sectors it surveyed.


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