Will All the E-Commerce Businesses Please Stand Up


A recent report done by the American Customer Satisfaction Index (ACSI) in cooperation with ForeSee states that there is an increasing customer satisfaction with e-commerce website from 1.2% to 81.1% based on ACSI’s 100-point scale.

Claes Fornell, an ACSI Founder and professor at the University of Michigan’s Ross School of Business states “E-commerce is maturing, and even the smaller companies are improving, keeping up with or sometimes surpassing larger, more established companies.  The e-commerce landscape changes faster than more traditional industries and the rules can be rewritten by new players or new technologies, like mobile. Disruption will always be a part of e-commerce, but innovation will likely keep the sector near the top in customer satisfaction.”

Larry Freed, president and CEO of ForeSee states that “Brick and Mortar retailers are not conceding to online retailers like Amazon.  Instead they are investing heavily resources in providing a better experience for their customers, providing more evidence that competition is good for the consumer.”

“After dropping 14% drop last year, Netflix remains the lowest scoring company in e-commerce. However, Netflix knows that access to content is key, and creating exclusive content and a franchise that will help it secure a loyal following is a unique approach,” said Freed.

Freed commented that going mobile will reshape e-commerce while bringing a bigger impact to consumers especially if they travel frequently. Hotels and airlines are attempting to assert more control over their own business relationships with their customers, fragmenting the online experience that may do more harm than good.